Resolved on 1st Reply

Term: Resolved on 1st Reply
Meaning Percentage of conversations resolved on the first reply.
Location

Default report - Productivity tab

SLA report

Calculation

Computed by adding all the conversations resolved that have only one reply.

See here for more detailed resolution examples.

Example N/A
FAQ Does not follow business hours.
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  • 3 mths agoLast active
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