After adding an internal note and bulk closing a bunch of very old tickets owned by another agent I noticed my avg first response time increased from 1 hour to 5 months. I was not the owner of any of these tickets so not sure why that would impact that metric for me. Any ideas?
+9- Community Manager
- 626 replies
Hi
Greetings from Freshworks Community. :)
When you say internal note, is it a private note or a public note added on tickets?
By definition, the Average first response time metric (Agent performance report) is the average time taken by the agent to send the first response during the selected time period. Here the agent need not be assigned to the tickets but the first response (either a reply or public note) is still added by the agent only.
Looking forward to hearing from you.
Cheers,
Ah, I think there are a few things going on here
While trying to clean up a bunch of old tickets in pending state I tried bulk closing them. I think one of the 2 is likely what happened as a result.
- After bulk closing some of these tickets I noticed it switched the owner to myself(seems they did not prev have an owner in some cases)
I noticed this is the Activities log:
“System executed an automation Automatically assign ticket to first responder”
- In other instances the agent who sent the 1st reply was not the owner and I also believe it was the 1st reply in the ticket in some instances.
Likely one or both of these is what caused the skew in the metric.
I tried deleting the reply and flipping the owner back, but the metric is still skewed significantly. Is there any way to get this metric back in line?
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