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Narrative Insights is Temporarily Unavailable due to an Infrastructure Issue. Learn how This Impacts Your Account and What to Expect While the Feature is Disabled.
Narrative Insights is Temporarily Unavailable due to an Infrastructure Issue. Learn how This Impacts Your Account and What to Expect While the Feature is Disabled.
Metrics Tab in Case
I am trying to set up saved searches or reports to notify us when a case hasn't been updated within a certain amount of time. I found how to do this but we cannot get some of the metrics to appear that are needed to set this up. Can someone explain the Metrics tab within a Case and how it works? Specifically:
- How to get the Initial Response Time to fill in?
- What causes the Support First Reply field to be filled in with a date and time?
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