Thank you for supporting the Cloud Customer Connect Community in 2024. It's a gift to work with you!

Look back
You're almost there! Please answer a few more questions for access to the Applications content. Complete registration
Interested in joining? Complete your registration by providing Areas of Interest here. Register

Definition Needed for Response Time Report

edited Nov 3, 2016 5:42PM in Reporting & Analytics for B2C Service 3 comments

Content

Anyone know which definition I should use if I want to find out the 1st response time after an incident is assigned to a rep? I'd use the normal 1st response definition however that isn't useful as our system is set up to send an automated response to clients once a ticket is received, thus making our first response time 0. I figured the only way to get something somewhat accurate is to get the 1st response after an agent takes over a case and responds to the client.

Thanks,

Currently we have the below in place however it definitely doesn't work

Tagged:

Howdy, Stranger!

Log In

To view full details, sign in.

Register

Don't have an account? Click here to get started!