Which agent is attributed under the Tickets resolved/Resolution metric when there are multiple agents working on a particular ticket?

Modified on Sun, 9 Mar at 4:26 PM

The Tickets resolved metric will be attributed to the "Assigned agent of the ticket", irrespective of who the ticket is resolved or closed by.

For example, if ticket #100 is assigned to Agent A, and is marked as 'Resolved' by Agent B - then the resolved count for this ticket will be attributed to Agent A.