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Reports Overview
Reports: Chats

Response Performance

8min

The Response Performance Report 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:

  1. Navigate to the Reports module in the left-hand menu.
  2. Under the Chats section, select Response Performance.

Using the Report

  1. 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.
  2. 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.
  3. 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:

  1. Right Click on the graphs only. (Tables cannot be exported)
  2. Click the Download.
  3. The download will start automatically.
  4. The file will be downloaded as an image with the graph selected.

Example Scenarios

  1. Monitoring Agent Speed: Identify agents who respond to messages in under 30 seconds and reward high performers.
  2. Evaluating Delays: Spot trends where response times exceed 1 minute, allowing managers to address bottlenecks or staffing issues.
  3. Assessing Workloads: Understand response frequencies to allocate resources efficiently during peak periods.

Practical Use Cases

  1. Customer Satisfaction Improvement:
    • Quick responses often correlate with higher customer satisfaction. Use this report to improve key response times.
  2. Agent Performance Benchmarking:
    • Compare response times across agents to identify top performers and those requiring additional training.
  3. Operational Insights:
    • Analyze response delays during specific time periods or shifts, helping identify understaffed intervals.

Best Practices

  1. Focus on Short Intervals:
    • Aim for most responses to fall within the <30s or 30s–2m categories to ensure customer satisfaction.
  2. Regular Monitoring:
    • Track performance daily or weekly to quickly address any emerging issues.
  3. Combine Filters for Deeper Insights:
    • Use agent filters and time periods simultaneously to create actionable insights for team improvement.
  4. Export for Stakeholders:
    • Share exported data with stakeholders to showcase improvements or highlight areas needing attention.

FAQs



Updated 25 Dec 2024
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