For the complete documentation index, see llms.txt. This page is also available as Markdown.
1.3.2. Response Time
Purpose: Helps you monitor and manage personnel performance based on conversation response time.
In Menu => Select Menu Report (1) => Select Conversations (2) => Select Effectiveness (3) => Select Response Time (4).
This section will display as shown below:
You can select the time period you want to view the report. The system has a default display time, but you can also change it if you want.
You can filter for all or for a specific employee/ group:
Types of performance reports by response time:
Total response time (1): Overall average response time of all messages in a conversation.
SLA targets are adhered to over time (2): Waiting time for agents to respond to the customer's first message in the conversation.
Response time (3): Waiting time for staff to respond to the customer's next messages, calculated from the second message.
Time to close the conversation (4): The time it takes an agent to resolve a conversation is counted from the time the conversation is opened to the time it is closed.
