Average resolution time (in Team tab)


Average time it took for conversation segments to be resolved in the date range of the report. 


Resolving a conversations means that there is at least 1 reply before the conversation has been archived or trashed. Note that if the conversation reopens within your set activity window, it will no longer be counted as resolved. 


Resolution will be attributed to the teammate who last acted on the conversation.


Team tab


Calculation Computed by adding all the response times of conversations that have been resolved, and dividing by the total number of segments to get the average. Resolution time is attributed to the teammate who resolved the segment.
  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).
  • 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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