It’s easy to analyze how quickly your support team resolves your customers’ issues. You’ll see how quickly they send a first response, reply to and close conversations. You can then measure their performance in a fair and complete way.
Create a responsiveness report
Go to Reports and create a new report, then select the Responsiveness template to get started quickly.
You can also use a range of reporting metrics and attributes to create your own custom report on the Advanced or Expert plan.
Use the responsiveness report template to see
Response time
First response time: including time assigned to bot
Time to close: including time assigned to bot
Response time - by time
First response time: including time assigned to bot - by time
Time to close: including time assigned to bot - by time
Hourly distribution of response times
Understand chart data
Hover over the information icon at the top of a chart to see reporting period, report level filters, metrics, and metric level filters applied to each chart.
Conversations shown in the report are filtered by the date they were started, this means you may see response times that exceed the length of the period shown. For example, if a conversation started on the 1st of January, and had its first response on the 3rd of January, you would see a 2 day response time, even if you filtered the report for a single day (the 1st of January).
Customize the responsiveness report template
The responsiveness report template is fully customizable, enabling you to add more charts from the chart library, or remove charts you don't need in this report. All charts can be resized and moved around to where you want them.
Responsiveness report use cases
Respond quickly to every message
Replying to your customers quickly is essential to keeping them engaged.
Response time is how quickly your team reply to your customers at any point in a conversation (i.e., not just the first response). You can view this in the Median response time - by time chart.
Prioritize new conversations
How quickly you first respond is crucial to easing your customer’s frustrations.
First response time tells you how long your customers wait for your first response, so you’ll know when to focus more resources on new conversations. You'll also get a breakdown of the percent of conversations that fall into 7 distinct groupings.
The First response time: including time assigned to bot - by time chart shows you the time from when the conversation started to the first teammate's reply and how this is changing over time.
You can edit the report and add the appropriate chart to include or exclude bot inbox time.
Note:
First response time includes response times for replies to one-off messages, ongoing messages and inbound conversations.
The charts show the 'First response time' grouped by conversation creation date. So even though we only count the time within workspace office hours (when you have this enabled in your Office Hours settings), this will be displayed on the chart according to the time the conversation was created. Individual team office hours aren’t taken into account.
If an inbound conversation is closed without any initial response from a teammate (e.g. closing a duplicate conversation), then this will not be considered in any of the median response time metrics. There needs to be a pair of customer message + teammate message to contribute towards to the median response time.
Bot responses are not included in the 'First response time' metrics.
Resolve issues faster
Your team’s time to resolution will directly impact how customers rate your teammates’ conversations.
The Time to close chart tells you how quickly your teammates close conversations and resolve your customers’ issues.
Snoozing a conversation counts towards the 'time to close'.
Pro tip: Encourage your customers to open new conversations after issues are resolved, to get the most accurate view of your time to close.
Be more responsive
It’s easy to see at a glance when your teams are least responsive. You can view this in the Median hourly distribution of response times chart - this will highlight any significant gaps in your support roster.
This chart is tracking both first response time and subsequent response time
Pro tip: If you spot a drop in responsiveness during lunch hours, you might split your team’s lunch period into two groups that have lunch at separate times so you can ensure full cover during working hours.
Filtering the responsiveness report
The charts can show response time by day, week, or month, depending on the time period you've selected at the top of the report.
You can also add filters to all charts in the report, for example to view responsiveness per teammate or team.
What is an aggregation?
An aggregation is how all the different values from individual conversations are combined and presented as a single number.
For example, taking the different response times from each reply in all your conversations and aggregating them to show you the ‘median’ response time.
How are aggregations calculated?
Average is the total of all values divided by the number of values. For example, if you have five response times of 1, 3, 4, 5 and 6 minutes, your average response time is all of them added together (1 + 3 + 4 + 5 + 6) divided by the number of responses (5) which equals 3.8 minutes.
Maximum is the largest value from the time period. For example, if you have five response times of 1, 3, 4, 5 and 6 minutes, the maximum value is 6 minutes.
Median is the middle value in all of your response times. The middle value is what separates the higher half from the lower half of your total response times. For example, if you have five response times of 1, 3, 4, 5 and 6 minutes, your median response time is 4 minutes (the middle value).
Minimum is the smallest value from the time period. For example, if you have five response times of 1, 3, 4, 5 and 6 minutes, the minimum value is 1 minutes.
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