I need help creating a report that will fetch me First Line Fix rate %.
Ex: Group 1 (Support) receives ticket and solve it themselves. Meaning ticket was not reassigned
Ex: Group 1 (Support) receives ticket and needs help, so they reassign ticket to Group 2 (developers). Meaning ticket was reassigned.
I need a report to show me the percentage of total tickets that was solved in own group (Group 1) and not reassigned.
Please help, thanks :)
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