Which agent is attributed under the Tickets resolved/Resolution metric when there are multiple agents working on a particular ticket?
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Created by: Fawzia Aleem
Modified on: Tue, 18 Jun, 2024 at 4:38 PM
The Tickets resolved metric will be attributed to the "Assigned agent of the ticket", irrespective of who the ticket is resolved or closed by.
For example, if ticket #100 is assigned to Agent A, and is marked as 'Resolved' by Agent B - then the resolved count for this ticket will be attributed to Agent A.
Fawzia is the author of this solution article.
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