Hi There -
I'm trying to develop a spreadsheet for my call center to determine first call resolution. I'm using a pivot and GETPIVOTDATA references to pull all the data, however I'm having troubles with one specific item. To correctly calculate FCR, I only count 1 follow-up per ticket.
If you see rows 2-5 below, the original ticket (row 5) was followed up by two technicians. I only want to count one of these instances. Any clue how I could go about that?
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