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Netsuite Cases - Resolved on First Contact data
Good afternoon,
On the standard report 'Case Activity by Support Rep Detail' there is a field called 'Resolved on First contact'.
Can anyone advise me how this works as it doesn't appear to be working in our environment.
For example when a case is received a 'Support first reply is sent', presumably the 'Resolved on First contact' ignores that response? So should it work as below:
1) Case Received
2) Support first reply sent
3) Investigation response sent
4) ticket closed
Would then class as 'Resolved on first contact'?
I have cases where there have been multiple case entries made before the case has been closed but the stat shows as 100% for 'Resolved on first contact' even though it has not been.
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