This is something our team needs as well. We have an SLA that only applies to the first reply in an email chain and subsequent replies are not subject to the same SLA. In our case we need to reply to a new conversation within 30 minutes. Replies to existing conversations are not counted in our SLA.
My team would like to be able to apply our SLA rule only to tickets that are unassigned. We would like to be able to measure how many tickets breach our SLA rule before they are assigned to an agent (not including breaches on the replies back and forth during the same message segment, like the analytics does now).
This is something our team needs as well. We have an SLA that only applies to the first reply in an email chain and subsequent replies are not subject to the same SLA. In our case we need to reply to a new conversation within 30 minutes. Replies to existing conversations are not counted in our SLA.
My team would like to be able to apply our SLA rule only to tickets that are unassigned. We would like to be able to measure how many tickets breach our SLA rule before they are assigned to an agent (not including breaches on the replies back and forth during the same message segment, like the analytics does now).