I need to create to two series' to report on the following metrics. I would like to create the series so this can be displayed in the Reports section.
1. First Call Resolution (FCR) % - I have created a FCR custom field (Yes/No). I would like to calculate a % metric. (FCR = yes / Status = Resolved)
2. Same day resolution % - (Total Handled Time >8hrs/ Status = Resolved)
Thank you in advance for your help.
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