Main Concepts

"Key customer support metrics: First Response Time, Resolution Time, Unattended Conversations, and Unassigned Conversations."

Main Concepts

• First Response Time​

  Time taken to send first reply message to customer.

• Resolution Time​

  Time taken to resolve a conversation.

• Unattended Conversations​

  Conversations that do not have a first reply message.

• Unassigned Conversations​

  Conversations that do not have an assigned agent.