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Queue performance

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edited Jul 1, 2015 8:12PM in Reporting & Analytics for B2C Service 4 comments

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Hi,

I'm trying to run a standard report on the performance of a particular queue. I want to know the average time it's taking to resolve incidents in that queue. I had thought "Initial Resolve" would give me that number but the numbers that the standard 'Queue performance' report is giving me seem to be off.

Am I doing something wrong? 

Thanks

Beth

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