Resolution time (Inbox report, Team performance report & SLA report)

Term: Resolution time
Meaning

Average time it took to definitely resolve a conversation on the selected time period.

Location

Inbox report

Team performance report

SLA report

Calculation

Computed by summing all resolution times for segments with their final resolution event in the selected time period and dividing this by the distinct count of resolved segments.

 

In the Team performance report, the resolution time is attributed to the teammate doing the resolution.

Example

Conversation X goes as follows: 

  1. On 04/11, an inbound is received. There is a resolution (reply + archive) on the same day within 1 hour.
  2. On 04/13 a second inbound is received. There is a new resolution (reply + archive) on the same day within 2 hours.

Depending on the time period looked at the conversation will count as resolved or not:

  • Looking at 04/09 to 04/13: conversation X will count as resolved (final resolution event is on 04/13) and its resolution time will participate to the calculation. Resolution time = 3h.
  • Looking at 04/09 to 04/12: conversation X will not count as resolved. There is a resolution event on 04/11 but not the final resolution event of 04/13. Its resolution time (1 hour for the period being observed) will not participate to the calculation.
FAQ

Follows business hours and shifts.

 

The metric can change retroactively if a conversation is unresolved. Following the above example, on 04/12 conversation X did count as resolved as the reopening of 04/13 had not happened yet.

 

How to recreate this metric with a Full event 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 x segment.

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