calculate the time between the 'Agent assignment time' AND the 'time when agent sent out the first response'? is this available in reports?
Best answer by Jebas
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Hi
If you’re on the Pro or Enterprise plan, you can check out the “Custom Metrics” feature and see if you’re able to create the required metric
Userlevel 2
+6
Hi
Greetings from Freshworks Community!
To add on to the above reply, Custom metrics is something to calculate the Avg First response time etc.
To achieve your usecase, please go to “Custom Attributes” and Recreate the below settings:
I hope this helps!
Please reply back to this thread if you have more queries!
Regards,
Jebas.
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