First call resolution report (Basic)
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.