Resolution time

Term: Resolution time
Meaning

Average time it took for the segments to become resolved in the selected date range. See here for the definition of a resolved conversation.

Location

Default report

Inbox report

Team performance report

Tags report

SLA report

Calculation Computed by adding all the response times of conversations that have been marked as resolved, and dividing by the total number of segments to get the average.
Example
  1. Customer sends message to team@ inbox.
  2. Teammate responds after 2 hours requesting more information about their inquiry.
  3. Customer replies 24 hours later.
  4. Teammate sends necessary information 3 hours after the customer’s second reply and archives the conversation.
  5. Customer does not send another message.
  6. Resolution time is 5 hours (initial reply of 2 hours + second reply of 3 hours).

Another visual example:

See here for more in-depth examples for resolution times.

FAQ

Helpful to know:

  • Follows business hours and shifts.

  • Archiving a message without a prior response is not considered a resolution, but a reaction.

  • Deleting a message will not count as a resolution.

How to recreate this metric with a Full events export:

 

For a given teammate, filter rows to keep all lines with 

Attributed to = teammate name

AND Resolution time is not empty.

 

Then deduplicate lines so that you keep one single line per Message API ID. This is necessary to avoid double-counting resolution time for certain messages.

 

The Average Resolution time for that teammate will be the sum of Resolution time divided by the distinct count of Conversation API ID x segment.

 

For a given inbox, filter rows to keep all lines with 

Inbox at event time = inbox name

AND Resolution time is not empty.

 

Then deduplicate lines so that you keep one single line per Message API ID. This is necessary to avoid double-counting resolution time for certain messages.

 

The Average Resolution time for that inbox will be the sum of Resolution time divided by the distinct count of Conversation API ID segment.

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