fix: Use message sender ID in the analytics for first response time #9605
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`conversation.assignee_id` was taken into consideration for first response time calculation. There was one flaw in this approach. A lot of customer support agents respond to the conversation first before assigning it to themselves. This makes the analytics broken. To fix this, we will take the message sender instead of assignee in calculations, which should solve the issue with metric.
sojan-official
approved these changes
Jun 7, 2024
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Verified locally that first response reports are getting generated correctly even if the agent is not the assignee |
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This pull request has been automatically locked since there has not been any recent activity after it was closed. Please open a new issue for related bugs. |
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conversation.assignee_idwas taken into consideration for first response time calculation. There was one flaw in this approach. A lot of customer support agents respond to the conversation first before assigning it to themselves. This makes the analytics broken.To fix this, we will take the message sender instead of assignee in calculations, which should solve the issue with metric.
Fixes https://linear.app/chatwoot/issue/CW-3375/first-response-reporting-events-use-assignee-id-instead-of-agent-who