We’re taking advantage of the new Speed to First Response report and hope to improve on the times. Basically, we’re trying to mirror the speed to first reponse report, but as an escalation rule, so that our staff will get a heads up that there is something in the queue that has not received a human response.
Can anyone help on creating an SQL for an automation rule that satisfies these conditions?
Request submitted between 9:00am and 5:00pm on Monday through Friday.
More than 90 minutes has elapsed with no public response.
Submitted via email or the web.
I know that there are already pre-loaded conditions for numbers 2 and 3, but I didn’t see one for number one. Anything that will streamline the three conditions as best as possible would be much appreciated.