How to get total email count and AHT in a report
I am looking for a way to get a count of all emails sent by the customer, and average handle time for the agents (AHT) in a particular queue. So if a customer sends 3 emails in one incident in a queue we want to capture that number, and we want AHT for the queue for a specified period of time shown in the same row. Other metrics may be needed as well, but these two are what we want to start with.
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