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First response calculation per Queue

edited Nov 7, 2017 8:00PM in Reporting & Analytics for B2C Service 4 comments

Content

Hi

I need to know how to get the first response time of an incident for each queue it passes.

Example:
Incident created in queue A, the agent responds to the consumer (need to know this calculation), and then transfers to queue B, the agent of Queue B also responds (I need to know this calculation)

This is because each Queue has a contract based on the First Responder SLA, and I need to know how I can have the time for it.

Thank you

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