Main Concepts

Main Concepts

"Key customer support metrics: First Response Time, Resolution Time, Unattended Conversations, and Unassigned Conversations."

Main Concepts

  1. First Response Time​
    Time taken to send first reply message to customer.
  1. Resolution Time​
    Time taken to resolve a conversation.

  2. Unattended Conversations​
    Conversations that do not have a first reply message.

  3. Unassigned Conversations​
    Conversations that do not have an assigned agent.

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