One of our support leaders wants to report on this metric they are referring to as "% Contacted 3 days" and the theoretical calculation of this would be:
(Number of open workable tickets with proactive (outgoing) contact within 3 days / total open workable tickets)*100.
In my head and in explore, i can theoretically count the tickets that have had a public reply from the agent, which would be easy. But would there be a way to then include "within 3 days"? and then add to the total percentage?
I am not sure how the logic would work out here using the custom metric solution, any thoughts?