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First call resolution report (Basic)

Received Response
edited Nov 11, 2014 2:42PM in Reporting & Analytics for B2C Service 13 comments


Hello everyone,

I'm trying to write a report which will show me in very basic terms the first call resolution.

To do this I want to create a report with three columns.

1) Assigned account
2) #Incidents (Count)
3) Count incidents [if there is more than one staff response]

I'm using the incidents and threads tables

It is part three I am struggling with, basically I want to count the incidents where there is more than one staff reply. Sounds simple but I could do with some help.



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