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Email commands act as separate action (i.e. can't resolve in first contact)

  • August 30, 2012
  • 1 reply
  • 25 views
E
Apprentice
  • ed
  • Apprentice
  • 1 reply
Hi,

If you send an email to the customer, with email commands to mark it as resolved, it isn't counted as a "resolved first time" - the activity view shows two entries, one responding, and one resolving it.  This means the agent stats aren't accurate.

Any chance of fixing this, or allowing retrospective editing?

Thanks,
Ed
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    1 reply

    aravind.sundararajan
    Skilled Expert
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    Hi,


    We're sorry that we have lost the opportunity earlier to help you with this case. Posting this here for the wider audience. 


    Eventhough the resolve action is recorded as a separate entry in the activities , it wouldn't impact the stats of the agent as First call resolution checks for the number of customer responses in the ticket and not the agent responses.


    Cheers! 

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