First time response
complete
V
Vahram
We have 2 issues related with the first time response.
1- We need to separate the first time response of the chats from the first time response of the emails.
2- For the first time response of the chats it should be calculated starting from the assignment to the agents.
For now the first time response includes the time of the queue also. which is wrong.
Lilith Jalalyan
complete
Lilith Jalalyan
Vahram thanks for your feedback and bug report.
- When you navigate to Reports -> Inbox Overview -> Select Inbox you can select Email Based inbox and check First Response time just for that specific inbox.
- As for wrong response time our QA will check. Hossein jan please, check and follow up with the fix.