Reports: Count only business hours in the "First Response Time", "Average Resolution Time" and "Assigned Time"
Jerry (CEO)
Business Problem
Businesses have business hours and time-based reports are important to have a view of agent/team productivity and efficiency.
Platform Problem
- "First Response Time" and "Average Resolution Time" are calculated based on the moment that the conversation started, businesses that don't offer support outside of business hours tend to see very high times in the morning.
E.g. If a contact messages the business at 7 pm, but the business only replies from 9 am to 5 pm. Even if the agent answers at 9 am sharp (first thing in the morning), the "First Response Time" would be 14:00 hours.
- "Assigned time" is calculated from outside of business hours (if assigned outside of business hours).
Desired Outcome
- Add an option to exclude the hours outside of business hours from the time-based reports.
- Adding this as an option to only include business hours from this calculation could help businesses get an accurate representation of how many business hoursa contact is waiting for a reply or resolution.
N
Nabilah Binti Salleh
Merged in a post:
Adjust Columns
Guerrilla Metrics
First Response Time in Open Conversations
N
Nabilah Binti Salleh
Merged in a post:
RESPONSE TIME IN OPEN AND CLOSED CONVERSATIONS
Guerrilla Metrics
Guerrilla Metrics
In managing a sale, the time to close a conversation can last for days and is not as relevant as it is for attention or resolution. But it is important to be able to monitor the level of proactivity of agents in taking a quick conversation. I think it's an important limitation not being able to track the time of first response in real time for all open conversations as well as when they are closed.
M
Max Egorov
It is really important! Without it current reports in respond io don't make sense. We have all the statistics messed up because clients are writing us off business hours and this time is counted into average response time, messing all the picture
A
Andrés Umaña
It cannot be that since 2021 this function has been evaluated, it is essential to measure KPIs
N
Nabilah Binti Salleh
Andrés Umaña: Hi, thank you for sharing your feedback. We understand how crucial this feature is for tracking KPIs effectively, and we truly appreciate your patience. Rest assured, if there are any updates, we will keep you informed.
A
Andrés Umaña
We need this function to be implemented as soon as possible, it makes it impossible to follow up on KPIs with Respond without this function and if the directives ask for results the only alternative is to look for another platform!. Response times in total hours are useless.
Mat Ward
We really really need this. We are currently unable to set any fair and accurate KPIs on response time for our team, because the overnight/ out of Biz hours time gap skews the results. I have no way in knowing the TRUE response time for my team at the moment - this is a critical requirement for Respond.io to be an effective support platform.
Eleneida Theis
It's important to find a way to exclude off-hours times in KPI measurements. Accurate KPIs are crucial for businesses that prioritize these indicators. I've noticed this topic has been mentioned since 2021, and it would greatly benefit users if a solution were implemented.
Amalia Putrieka
Hi Eleneida Theis, thank you for your feedback and for your patience. We understand how important it is to have accurate KPI measurements that exclude off-hours times. While we are currently focusing on other critical enhancements, we recognize the value of this feature and its impact on your operations.
Please know that we are committed to improving our platform and will keep your concerns in mind as we plan future updates :)
N
Nabilah Binti Salleh
open
N
Nabilah Binti Salleh
Merged in a post:
Reports: Start counting 'assigned time' only during business hours
C
CS Pupha
Business Problem
Our business workflow involves assigning tickets before business hours to prepare responses; however, we only respond to customers during our official business hours.
Platform Problem
In the Reports module, it counts assigned time before business hours.
Desired Outcome
In the Reports module, to count 'assigned time' after business hours, even if the assignment was done outside business hours.
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