Within the current report, the assignment time that is taken into account is the time that I left CLAudia and arrives at the agent. However, if that first agent does not complete the service and it goes to a second agent, the assignment time is considered to the agent who solved the case. However, it is a negative impact and is pending the error, to validate the start times of service of the agent who ends the case as Resolved.

Sample ticket: 1841142