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Hey guys I'm having troubles creating report for first response time, from the moment an agent has assigned himself to a ticket to the moment the ticket is set to waiting for customer or resolved.
Can you please tell me how I can find this step by step.
Thank you in advance!
Also, I need this to be related to a specific issue type. For example we have a bug report queue and I need need average time for response in this queue, per agent.
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