Resolution Time

Term: Resolution Time

Average time it took for the segments to become resolved in the selected date range. A segment or conversation is considered resolved if there is at least one response in the conversation and if one of the following is true: inactivity time has passed, the conversation is trashed, or it is archived.


Productivity Tab

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.
  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:

  • 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.

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