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Median Open Time

Tickets by Assignee

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First Contact Resolution (Count)

First Contact Resolution (Rate)

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Escalation Rate

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A ticket is a threaded conversation.

The number of user messages responded to in a ticket.

Avg Responses per Ticket

Number of tickets closed with only one response.

Percentage of tickets closed with only one response.

Number of tickets another agent replied to after this first agent responded.

Percentage of tickets escalated.

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