Total Resolution Metrics Request
We would like to have total resolves and total resolution rate at an agent, team and group level.
Due to the nature of the current set up, resolves being attributed to the first resolver means that some of our L2 teams do not often get many resolves .
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AdminAnonymous
(Admin, Playvox)
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This request was completed and released as part of the Nudgee Beach release on the 8th of May.
You can find the new metrics Total Resolutions and Total Resolution Rate on User Performance Metrics. Additional information available in our User Metrics at a Glance article.