I am new in LSMM and I have to make a report about Agents performance. I dont understand why sometimes handled cases are different than Responses and Closed. What does it mean Handled cases? How does this metric counts?
Hopefully this can get you started. If not, feel free to share a screenshot of what you area you're in in LSMM and others may be able to chime in (I am no experts on LSMM unfortunately) or reach out to your customer success team?