Average Time to respond
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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