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Help with creating search for case messages.
Ok, here is what I want to achieve:
View in a KPI scorecard, the ratio of cases sent in by email that weren't initially responded to in 3 hrs to the total number of cases sent in by email for a specified date range e.g last month.
I know how to create searches to be used as custom KPIs in the kpi scorecard so that isn't an issue.
The problem I'm having is with creating the search for the cases sent in my email with an initial response time longer than 3 hrs.
We have a custom field called 'case origin' that I have filtered by in the search.
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