First Response SLA % & Average First Response Time

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First Response SLA % & Average First Response Time

If an agent generates a ticket out of a Fresh Contact call it defaults the ticket into open status.

Even if the ticket doesn’t warrant an email response and has a later resolution time, if it exceeds the 3h SLA target for first response it impacts my agent’s SLA metrics.

Is there a way to bypass/mitigate this?

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