Hello Team,
I would like to request for a feature with regards to the option for Closed conversations on first contact.
Your current parameter and help documentetion says that if the conversation was handled entirely by one agent but if it is a reopened conversation it will not be incuded in the single agent closure.
We currently are measuring the performace for the agents depending on the single agent closures which creats a huge imact, also we do not want the reopen option to be blocked for the customers.
We weould like to request for a feature where the single agent clsoure incudes the reopened conversations as well.
Thank you.