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Time Spent

  • Feb 20, 2023 2:52 PM UTC
  • 2 replies
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Bluehorn212
Apprentice

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

Hi @Bluehorn212 ,

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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    2 replies

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    • Sona_Senthil
    • Community Debut
    • Feb 20, 2023 4:27 PM UTC

    Hi @Bluehorn212,

     

    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

    https://support.freshdesk.com/en/support/solutions/articles/50000005530-creating-custom-metrics-in-analytics

      Jebas
      Contributor
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      • Jebas
      • Contributor
      • Answer
      • Feb 21, 2023 1:17 PM UTC

      Hi @Bluehorn212 ,

      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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