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Issues with 'Create to Initial Response by Agent' report

edited Mar 8, 2017 9:21AM in Reporting & Analytics for B2C Service 3 comments

Content

Hi,

I have created a report which gives us the date an incident was created along with the initial response time and a calculation of how long that time was.

However, it returns data for subsequent replies within the same thread with the exact same time given. 

I've checked my filter and I'm only really after the Create to Initial Response time so I'm left unsure as to why I get data returned for the other replies in the thread.

I have attached the definition of the report along with a screenshot of the issue I am referring to.

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