Hello,
We would like to suggest adding a reporting metric that would allow excluding conversations that were reassigned from one agent to another from SLA calculations — or introducing a new metric that measures the actual first response more accurately.
Currently, we use the metric “Teammate assignment to first response.” However, there is a challenge:
If Agent 1 communicates with a customer and then reassigns the conversation to Agent 2, the system calculates the first response time for both teammates. As a result, the same conversation (same ID) is effectively counted twice in SLA reporting. Additionally, the first response SLA is recalculated after reassignment, which distorts the reporting data.
The metric “First response time” unfortunately does not meet our analytical needs.
What we need is a metric that calculates the true first response after the initial teammate assignment — something like:
“First Teammate Assignment to First Response (initial only)”
This would ensure that the first response is counted only once per conversation and would prevent duplicated SLA calculations when chats are transferred between agents.
A similar approach is implemented in Salesforce, where the first response is calculated as the actual first reply from an agent, regardless of further reassignments. Implementing something similar would significantly improve SLA accuracy and reporting transparency.
Thank you for considering this idea!
