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Average Time to respond

edited Apr 5, 2016 9:30AM in Reporting & Analytics for B2C Service 2 comments

Content

Hi i am struggling with a report.

I need the following column month wise for an incident.

Average time to respond.- Avg of the time difference between the customer email and the subsequent customer response. If for 1 incident customer has written 3 times and agent has responded 3 times. I need to find the difference between each email and the corresponding reply from agent.

No of reopens - No of incidents which have been reopened by the customer (Status changed from Solved to Updated) 

 

Version

May 2015
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