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. 

You can adjust the way your data is aggregated, to view the average, maximum, median or minimum.

Tip: The default aggregation shown is median, but if you choose a different aggregation, your choice will be saved for the next time you view the reports. 

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):

Note: Conversations shown in the reports 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).

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 6 distinct groupings:

Note: ‘First response time’ includes response times for replies to one-off messages, ongoing messages and inbound conversations.

Resolve issues faster

Your team’s time to resolution will directly impact how customers rate your teammates’ conversations. 

Time to close tells you how quickly your teammates close conversations and resolve your customers’ issues. This chart also includes a breakdown of the percent of conversations closed in 6 distinct time periods:

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. This will highlight any significant gaps in your support roster:

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.

How to view different aggregations

For a different view of your data, you can change the way that it’s aggregated. 

You can change the aggregation displayed on the charts themselves, or in the summary at the top of the page. Just hover over the chart or summary you’d like to change and click the pencil icon:

Then, choose how you’d like to view your data with the drop down, and click “Save changes”: 

Note: To edit the report aggregations you’ll need a subscription for Inbox Premium.

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 ‘average’ or ‘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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