First Reply Time based on Agent's Submitted

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Info Alami

Data ultimo post: 11 mag 2022

Hi Zendesk team.

I need your help.
I'm currently trying to make a First Reply Time (FRT) report with details for each agent.
I originally added in the Rows section the Assignee Name. However it is not valid. An example as in ticket 3509.
The ticket goes to [CS] Annisa's FRT Report. However, if you look at the ticket, the first to reply is [CS] Umi.


It's true that the assignee on the ticket is [CS] Annisa, but I need valid data based on the appropriate agent doing the FRT, not based on the assignee on the ticket.

please help.

 

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