Reports: Count only business hours in the "First Response Time", "Average Resolution Time" and "Assigned Time"
Jerry (CEO)
Business Problem
Businesses have business hours and time-based reports are important to have a view of agent/team productivity and efficiency.
Platform Problem
- "First Response Time" and "Average Resolution Time" are calculated based on the moment that the conversation started, businesses that don't offer support outside of business hours tend to see very high times in the morning.
E.g. If a contact messages the business at 7 pm, but the business only replies from 9 am to 5 pm. Even if the agent answers at 9 am sharp (first thing in the morning), the "First Response Time" would be 14:00 hours.
- "Assigned time" is calculated from outside of business hours (if assigned outside of business hours).
Desired Outcome
- Add an option to exclude the hours outside of business hours from the time-based reports.
- Adding this as an option to only include business hours from this calculation could help businesses get an accurate representation of how many business hoursa contact is waiting for a reply or resolution.
A
Alyaa See
Merged in a post:
Response time
O
Omar Eldsouky
I need the Response time to be measured during working hours so that it stops counting after a specific time.
O
Omar Eldsouky
is there an update on this
A
Alyaa See
Hi Omar Eldsouky, thank you for your request. We’ll keep you updated here as soon as there’s progress on this. We appreciate your patience.
Guillaume Dugat
Any update regarding this?
N
Nabilah Binti Salleh
Guillaume Dugat: Hi Guillaume, thank you for checking in on this.
We recognize how important it is for reporting to accurately reflect business hours and operational realities.
We’ll share an update here as soon as there’s any progress on this request. We appreciate your patience in the meantime.
Alwi Ilham
Any update regarding this?
N
Nabilah Binti Salleh
Alwi Ilham: Hi Alwi, thank you for following up on this request. We understand how important it is to have accurate reporting that reflects business hours.
We’ll make sure to post an update on this request once there’s progress. Thank you for your patience!
N
Nabilah Binti Salleh
Merged in a post:
Adjust Columns
Guerrilla Metrics
First Response Time in Open Conversations
N
Nabilah Binti Salleh
Merged in a post:
RESPONSE TIME IN OPEN AND CLOSED CONVERSATIONS
Guerrilla Metrics
Guerrilla Metrics
In managing a sale, the time to close a conversation can last for days and is not as relevant as it is for attention or resolution. But it is important to be able to monitor the level of proactivity of agents in taking a quick conversation. I think it's an important limitation not being able to track the time of first response in real time for all open conversations as well as when they are closed.
M
Max Egorov
It is really important! Without it current reports in respond io don't make sense. We have all the statistics messed up because clients are writing us off business hours and this time is counted into average response time, messing all the picture
A
Andrés Umaña
It cannot be that since 2021 this function has been evaluated, it is essential to measure KPIs
N
Nabilah Binti Salleh
Andrés Umaña: Hi, thank you for sharing your feedback. We understand how crucial this feature is for tracking KPIs effectively, and we truly appreciate your patience. Rest assured, if there are any updates, we will keep you informed.
A
Andrés Umaña
We need this function to be implemented as soon as possible, it makes it impossible to follow up on KPIs with Respond without this function and if the directives ask for results the only alternative is to look for another platform!. Response times in total hours are useless.
Load More
→