Are outbound emails included in the computation of FRT? | Community
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Are outbound emails included in the computation of FRT?

  • July 22, 2024
  • 1 reply
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Mark41

Hi,

 

How can we exclude outbound emails when computing FRT?

    1 reply

    D
    • Dainne
    • August 9, 2024

    Hi @mark41 ,

    You could utilize ‘tags’ for these types of scenarios. For example, you will apply a specific tag to ‘outbound emails’. From there you can  then create a custom calculated attribute to filter those tickets out. Please see Finding tickets that don't have a tag

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