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Correct way to count incidents First Responded by a given Group?

Received Response
edited May 28, 2020 3:42AM in Reporting & Analytics for B2C Service 4 comments


Seeking best way to count incidents Initially responded to by an Agent Group


Hi all - we pay our frontline Call Centre based on # Incidents where they sent an Initial Response, even though they may subsequently escalate the incidents to another agent group. To validate their invoicing , we want to run a monthly report checking their numbers.

I'm finding I get fairly different results depending on how I try to run this, and I'm hoping someone can help me find an obvious '"right" way to do this.   Here are the 3 ways I can see, each of which yields results that vary from one another:

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