count multiple customer replies in a row
Summary: I am trying to make a report column that displays the LATEST count of customer replies.
Content (required): The aim of the report column is to see if incidents have had multiple replies from customers so that we can see if a case has been left without a response. We are already using a column that gives us the customer reply eg: date_diff(sysdate(), max(threads2.entered)) and this works well but for example if a customer replied 5 days ago, then again 1 day ago. The report will show last reply 1 day. This causes a customer service issue. The idea is to see the count of consecutive replies and then review the case manually or flag it up to the agent.