first reply time - first answer is not a public comment but a call
The customer sends his request by e-mail.
The agent knows the phone number and he replies by phone to get some further information.
The agent sets the ticket on "waiting" because the customer has to provide some further information after the cal.
Issue in this case
The SLA [first reply time] does not count this call as first reply and it does not stop.
Actual the first reply has to be a public comment.
The SLA [first reply time] has to consider that agents can also call the customer.
Calls should count as first reply action.
+1 - !00% agree with this suggestion and we could really use this functionality!
We also need this functionality. We use an answering service for low volume times, and we expect our agents to call the user back. We may be on the phone with the user for a few minutes, and then spend another not insignificant amount of time writing a follow up response to "count" our first reply time. But really, we replied as soon as we called back. There seemed to have been a way to do this in Insights (which we never used) and there doesn't seem to be a way to do this in Explore. If there's not a way to track this, is the suggestion to send the user an initial informationless email just to "stop the clock" on FRT so we can get a more accurate measure? Do we have to create a bunch of extra custom fields for this so we can track those instead?
Similarly, i'd like to add side conversation as a way of measuring first reply.
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