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Average First Response 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 |
This metric measures the average time it takes for an agent to respond to a request for the first time, providing a critical view of how quickly the support team is initially responding to customers.
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Average Time from First Assignment to First Response
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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 assigned, only calculate the time within the office hours |
This metric measures the time from the first assignment of a case to the agent's first response, helping to evaluate the initial efficiency in responding to customers.
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Average Time from Last Assignment to Response
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The average time taken for the last assignee to send the first response from the time when the conversation is last assigned, only calculate the time within the office hours |
This metric helps evaluate the efficiency of the final response from agents after the last assignment, which is crucial for ensuring customer requests are completed quickly.
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Below is a visual example of these charts:
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Average Response Time
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The average time taken to respond to the incoming message from the contact by all assignees, only calculate the time within the office hours |
This metric is crucial for evaluating how quickly agents respond to customer messages, helping to measure the efficiency of our customer service.
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Average Subsequent Response Time and Average Number of Responses
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The average time taken for any agents to respond to contacts for every subsequent reply after the first reply, only calculate the time within the office hours |
These metrics are essential for understanding the efficiency and quality of our customer service, particularly in the continuity and number of interactions needed to resolve an issue.
For example, if the user send the message at 00:00, and then the live chat agent replied to this message at 01:00, and then the first response time will be 1 minutes, but the agent send another subsequent message to the user at 03:00, and then the subsequent response time will be 2 minutes.
Average Subsequent Response Time
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