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Report Column: Only Customer or Agent Response times

edited May 2, 2017 2:35PM in Reporting & Analytics for B2C Service 3 comments

Content

Hello all!


I'm trying to create a date column in a report that only measures customer messages and agent replies, and no other edits to the ticket.

We currently have both "Date Created" and "Date Last Updated" columns. We use "Date Created" for SLA for our initial response, but we also try to keep subsequent responses within the same response time.

However, the Date Last Updated column captures the timestamp for every change to a ticket - I would prefer to only count the correspondences.  Sometimes at the end of an agent's shift, if there are still tickets assigned to them that they have not had time to respond to, the tickets are unassigned and put back into the queue. However, the "Date Last Updated" for these tickets is no longer a useful measurement because it is sometime hours off from the last customer message.

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