Reports: Measure User Performance (first response time, resolution time) based on assignment time
complete
S
Shi Hui
In the User report (User Performance Table), the average first response time and resolution time are based on the time of conversation opened.
It might not be ideal and accurate as the conversation might already open and remain unassigned for some time and then only get assigned to the user.
In this case, we want to measure their resolution time or response time based on the time when the conversation is assigned to them instead of the time when the conversation is opened.
Another use case of this is that we would want to exclude the time the contact spent interacting with the workflow.
S
Shi Hui
complete
We're thrilled to announce the addition of new metrics that enable you to gauge performance based on first or last assignment time. These metrics can be found in the Responses and Resolutions Module under the following graphs:
- Average First Assignment to First Response Time
- Average Last Assignment to Response Time
- Average First Assignment to Close Time
- Average Last Assignment to Close Time
The First Assignment metrics exclude the time it takes for Contact assignment and instead focus solely on the average duration it takes for agents to send the first response or resolve conversations once they've been assigned.
Alternatively, the Last Assignment metrics are useful in measuring how long the last agent took to give a first response or resolve a conversation that had been escalated or rerouted.
Y
Yihui Chan
in progress
S
Shi Hui
planned
R
Roger Soporte
This is very important for accurate metrics, and check the real performance for each agent