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Reports: Don't count business hours in the "First Response Time" and "Average Resolution Time"
under review
Gerardo Salandra
Add an option to exclude the hours outside of business hours from the time-based reports.
Because "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.
Adding an option to exclude business hours from this calculation could help businesses get an accurate representation of how many
business hours
a contact is waiting for a reply or resolution.Activity
Newest
Oldest
Gerardo Salandra
under review
C
CEO & Founder (Naftali Seri)
it is very important for our company, we currently checking each chat for real-time for "First Response Time" and "Average Resolution Time"
A
Admin Ecuabots
Add "Time since assigned" option in reports. This is the metric we need to evaluate user´s performance. To measure from the moment a conversation opens its great for evaluating overall group performance, but not individual performance. Please add this option