Response Performance

the response performance reports overview docid\ w77fotsoi3fpy lzwmcj2 provides detailed insights into how quickly and effectively agents are responding to conversations this report helps identify areas for improving response efficiency and enhancing customer satisfaction purpose the response performance report analyzes agent response times, categorizing them into defined intervals for detailed examination it allows businesses to gauge responsiveness and allocate resources where needed getting here the report is accessible to admins , managers , and users with reporting privileges restricted users (as defined by admin permissions) cannot view this report steps to access navigate to the reports overview docid\ w77fotsoi3fpy lzwmcj2 module in the left hand menu under the chats docid\ gbjns2wkgebszf5evi07n section, select response performance using the report key metrics displayed average first response time displays the time agents take to respond to conversations, with a breakdown by percentage of conversations across various time ranges (e g , <30s, 30s–2m, etc ) average last assignment to response time highlights the time taken from the last agent assignment to the actual response average responses per conversation calculates the average number of messages exchanged per conversation visualization options graphical trends a line graph visualizes response time trends over selected periods percentage tables accompanying the graphs, tables categorize response times and their respective percentage shares filters period selector analyze data for specific periods such as "today," "this month," or custom date ranges agent filter focus on individual agents to evaluate their specific performance metrics, or you can choose all of them view options the response performance report includes interactive features time interval categories data is broken into response time ranges for clarity dynamic graph scaling zoom in and out to analyze specific time periods in greater detail interactive data display hover over graph points to see detailed metrics exporting the data how to export right click on the graphs only (tables cannot be exported) click the download the download will start automatically the file will be downloaded as an image with the graph selected example scenarios monitoring agent speed identify agents who respond to messages in under 30 seconds and reward high performers evaluating delays spot trends where response times exceed 1 minute, allowing managers to address bottlenecks or staffing issues assessing workloads understand response frequencies to allocate resources efficiently during peak periods practical use cases customer satisfaction improvement quick responses often correlate with higher customer satisfaction use this report to improve key response times agent performance benchmarking compare response times across agents to identify top performers and those requiring additional training operational insights analyze response delays during specific time periods or shifts, helping identify understaffed intervals best practices focus on short intervals aim for most responses to fall within the <30s or 30s–2m categories to ensure customer satisfaction regular monitoring track performance daily or weekly to quickly address any emerging issues combine filters for deeper insights use agent filters and time periods simultaneously to create actionable insights for team improvement export for stakeholders share exported data with stakeholders to showcase improvements or highlight areas needing attention faqs faqs what is the response performance reports overview docid\ w77fotsoi3fpy lzwmcj2 used for? the response performance report tracks how quickly agents respond to conversations it breaks down response times into defined intervals, helping managers evaluate responsiveness and improve customer service quality who can access the response performance report? only admins, managers, and users with reporting privileges can access this module restricted users will not be able to view the report what does "average first response time" measure? it measures the average time taken from when a conversation is initiated to when the first agent response is sent this metric is broken into specific intervals (e g , <30s, 30s–2m) for deeper analysis what is the difference between “first response time” and “last assignment to response time”? first response time reflects how quickly an agent replies to a new conversation last assignment to response time measures how long it takes the agent to respond after being assigned a chat can i analyze a specific agent performance docid\ j02hvqfv zxhicifjol j ? yes use the agent filter to view performance metrics for individual team members or compare across the team what’s the benefit of tracking average responses per conversation? this metric shows how engaged agents are in conversations a higher average could indicate a more in depth interaction or possibly longer resolution times how do i export the data from this report? currently, only the graphs can be exported right click on a graph, select download, and the selected chart will be downloaded as an image tables are not exportable what do the response time intervals represent? each time bracket (e g , <30s, 30s–2m, etc ) shows what percentage of conversations were responded to within that duration, helping identify whether response slas are being met can i visualize response trends over time? yes, the report includes line graphs that show how response times fluctuate across the selected period, allowing you to identify time based patterns how often should i check this report? it’s recommended to review the response performance report weekly to maintain high response quality, or daily during peak seasons or when launching new support initiatives