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