We are attempting to track response time on cases AFTER the first response. Often times our employees' interactions with customers have multiple back and forth replies. I've seen many articles about tracking first response time, but not many about how to track response time for responses after the first response.
For example, it might take us 2 hours to respond to a ticket for the first time, but then the customer will likely reply back. I want to know how long it takes our employee to respond to that customer reply.
Any help is appreciated. Thanks!
2 answers
Thanks, Evan. This looks great. I'm not the salesforce admin on the team but I'll pass this along to the right person and get it going.
