Hello Everyone
Sorry, I’m new in this community so what I’m asking might already being asked. I have tried to search but didn’t find something similar.
What I want is to get the first response time when my agents first responded, so that I can measure them on KPIs. on normal reports I didn’t get it from the exports, I can get it on time accounting downloads but somehow they don’t contain all tickets, I’m assuming it is because agents skip time accounting pop up.
So what I want to know is, is anyone using a better option than this? I just don’t want to struggle to figure it out if someone already has a solution.