First Response SLA % & Average First Response Time

  • 13 November 2021
  • 0 replies

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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