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Initial Assign (Abs) larger than Initial Response (Abs)

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edited Nov 30, 2015 4:57PM in Reporting & Analytics for B2C Service 1 comment

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On the Email Performance report, we are seeing a couple of days where the Initial Response (Abs) is actually larger than Initial Assign (Abs). Theoretically, the incident can't be responded to before it's Assigned, so I do not see how this is possible.

One possible theory I have come up with is that the "Initial Assign" only accounts for emails that were routed, not picked up manually. Can anyone confirm this?

Thanks!

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