First Response Calculated through Compose Email in HR Case

[PritiRanjaN]

HI,

When an HR Case is created through Portal or Workspace, there may be scenarios where the agent sends the first response using the Workspace “Compose Email” option instead of adding a response through Additional Comments.

The requirement is that the email sent through Workspace (Compose Email) should also be considered as the first response. Based on that, the first response time should be calculated from the ticket creation time until the agent sends that email.

Can someone help on this part how to achieve this.

Thank You
Pritiranjan Nayak

@Ankur Bawiskar 

[Ankur Bawiskar]

@PritiRanjaN 

somewhat challening to handle this

You will require some custom field to hold the time when 1st email was sent using compose email

use that field in your metrics

💡 If my response helped, please mark it as correct ✅ and close the thread 🔒— this helps future readers find the solution faster! 🙏

[PritiRanjaN]

Thanks Ankur for the response. Hope this will help me. However, I have one doubt: the First Response custom field might also capture system-generated emails. So, how can we differentiate or filter system-generated emails from agent-composed emails in Agent Workspace?

Also, could you please elaborate on the solution and explain how this custom field will be populated?

@Ankur Bawiskar 

[Ankur Bawiskar]

@PritiRanjaN 

Do you require any further help?

[PritiRanjaN]

Thanks Ankur for the response. Hope this will help me. However, I have one doubt: the First Response custom field might also capture system-generated emails. So, how can we differentiate or filter system-generated emails from agent-composed emails in Agent Workspace

Also, could you please elaborate on the solution and explain how this custom field will be populated?

Thank You
Pritiranjan Nayak