Hi,
I have couple of points that I'm hoping I can get some help here:
We have a multiple tier support levels and one ticket can be handled by multiple agents during its lifetime. The last tier which a ticket can possibly be escalated/worked on is Tier 3; after which tickets gets Solved.
-
How can I create a report which can show me the average first response time as well as average resolution time by respective agents?
We want to have these time metrics specifically sliced by agent.
-
We want to also report on the average time taken by the Tier 3 agent to respond to the ticket (public reply); first time after it was escalated/assigned to them.
