Is it calculated from the start of the conversation or is it calculated from the point I start to write with the client? The situation is that for example My colleague writes with some client but he/she needs my help so I overtake the conversation from the queue of my colleague to my inbox and start to write with the client instead of my colleague. Would my first response time be calculated from to complete beginning of the conversation or from the point I start to write with the client?
Thank you so much, Lenka
