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I need help setting up metrics for response times. I need a first response time and second response

BrayanG
Tera Contributor

‎08-18-2025 06:41 AM

Hello, can anybody help me with setting up metrics for a first response time and second response time?

We have an automated response, and shortly after our agents send an email on that ticket. I need to be able to track the second response time. Please help

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Dr Atul G- LNG
Tera Patron
In response to BrayanG

‎08-19-2025 07:26 AM

Hi @BrayanG 

 

Change the metric scope to Customer Service and try.

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Dr. Atul G. - Learn N Grow Together
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