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How do we get a negative first touch resolution score?

Question asked by Clive Wetton on Aug 21, 2017
Latest reply on Aug 29, 2017 by Chad Brown

Looking at my benchmark this morning I see that we have a negative score for first touch resolution. How is this possible? The score doesn't really work for us anyway as we assign to a group prior to assigning to an individual team member but I would have thought that 0% was the lowest score that was possible.

 

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