when customer sent us a message on Friday we replied on Friday then and there within a few minutes. Then we sent a followup on Monday, so here lithium is counting minutes from customers’ message until our second response instead of first.
We have Several such cases where TAR shows 2 days when the reply to customer was sent on time within a few minutes. So basically, when we followup with the customer and send replies to customer on top of our previous replies without snoozing, it impacts the TAR. Any Suggestions please?
I will have to get our analyst to check but I have not seen any instances where TAR was calculated for subsequent replies unless the customer has posted again in the meantime.
Have you supplied examples to Support?