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First Response

Mayra Hernandez

Definition of first response on Sugar BPM?  I read the documentation of the proccess definitions .bpm but how to adapt the handling of first response and SLA's..

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  • 0 Sugar Employee Badge

    Hello Mayra, 

    'First Response' should normally track the time that an agent took to provide the first answer on a support case. 

    The 'First Response Sent' field will be checked when the case's status changes from "New" to anything else, but this can be configured on the SugarBPM template to use other criteria.

    All the fields involved are covered here, can you clarify what you would like to accomplish? 

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  • 0 Sugar Employee Badge

    Hello Mayra, 

    'First Response' should normally track the time that an agent took to provide the first answer on a support case. 

    The 'First Response Sent' field will be checked when the case's status changes from "New" to anything else, but this can be configured on the SugarBPM template to use other criteria.

    All the fields involved are covered here, can you clarify what you would like to accomplish? 

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