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Hi, hoping someone might have an answer for this (I imagine it's a simple issue).
Currently, we send out an email autoresponse via workflow to any enquiries we receive; this email contains their enquiry number and such.
We are looking to track how quickly our users are sending out a 'real' response after that autoresponse is sent out via the 'First Response By' SLA KPI.
How would you recommend setting that up?
Thanks!
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Hi,
After auto response is sent out, update a field in CRM ( custom field , something called " Auto response field date time").
After that, create a custom field ( User's first response), once user send the email and the custom field is empty and the email's regarding field is set to that entity, update the custom field with process time. You can use this custom field as a success , fail or warning criteria in SLA.
You can use email record's owner or createdy by field to determine.
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