Emails Received - Exclude Client Response to Auto Reply and Thank You Responses
Summary
Exclude Client Responses to Auto Replies and "thank you" responses to solved incidentsContent
I am trying to update the Emails Received report to count the number of emails received as follows:
- auto-reply sent to client AND client responds again
- count # emails received as 1, exclude initial email that was not addressed by auto-reply
- client responds after incident is solved with a "thank you" and agent clicks on custom "No Reply Needed" button to append a private note
- count # emails received as 1, exclude "thank you" email
The report currently excludes the following:
- auto-reply sent to client AND client does NOT respond again
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