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New Commentator

Minutes to first solution raw data calculation

I had question about how minutes to first solution is calculated.

When the raw data sorted by mins to first solution is exported( for 1 month)  then the average usually does not match with the one shown on the dashboard. I wanted to know if  it excludes anything like mins to first reply calculation where it takes the replies for only 7 days.

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Occasional Advisor

@Hardusare you using metrics from Community admin or Community analytics?

We found that they return different results. Apparently Community analytics metrics are meant to be more accurate, however they exclude first replies after 7 days to avoid outliers.