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Average Resolution Time
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The average time taken for the first agent to send the first response from the time when the conversation is first time opened, only calculate the time within the office hours |
The Average Resolution Time is a crucial metric that helps us assess the efficiency of our customer service process. This metric indicates the average time it takes to resolve and close a conversation. Below are the details of this metric:
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Average Time from First Assignment to Closure
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The average time taken for first time close a conversation from the time when the conversation is first assigned, only calculate the time within the office hours |
To monitor the efficiency of our resolution process from the beginning, we analyze the Average Time from First Assignment to Closure. This metric helps us understand how long it takes from when a conversation is first assigned to an agent until it is resolved and closed. Below are the details of this metric:
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Average Time from Last Assignment to Closure
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The average time taken to close a conversation calculated from the time when the conversation is last assigned, only calculate the time within the office hours |
To better understand the efficiency in resolving conversations, we analyze the Average Time from Last Assignment to Closure. This metric indicates how long it takes from when a conversation is last assigned to an agent until it is finally resolved and closed. Below are the details of this metric:
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Average Time to First Assignment
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The average time taken to assign a conversation to the first assignee from the time when the conversation is opened, only calculate the time within the office hours |
To monitor workflow efficiency and ensure conversations are handled promptly, we analyze the Average Time to First Assignment. This metric shows how long it takes for a conversation to be assigned to an agent after it is received. Below are the details of this metric:
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Average Handling Time and Assignments
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The total amount of time that the conversation was being handled by agents. A conversation is being handled when it is assigned to any agent and has a status of Open, only calculate the time within the office hours |
To further improve customer service, we monitor the Average Handling Time and the Number of Assignments until Closure. These metrics provide detailed insights into agent efficiency and workload. Below are the details of these metrics:
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This bar chart shows the distribution of handling times across different time intervals. It helps identify how long conversations typically take to be resolved, providing insights into possible improvements in the service process.
Average Number of Assignments until Closure
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The average number of assignments before close the conversation, Unassign also consider as one assignment count. |
This line graph shows the average number of times a conversation is assigned to different agents before it is closed. This can indicate the complexity of customer issues or the need for additional agent training.
Breakdown of Number of Assignments until Closure
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