Conversation interaction time

Conversation interaction time

Conversation Interaction time

Purpose

It measures the elapsed time from the start of the conversation until the latest interaction, reflecting the overall duration of the conversation between the client and the agent.

Definition

The metric being described here is the time duration between the initial initiation of a conversation by the client and the most recent response provided by an agent to the consumer.

Location & attribution

Overview report

Main metrics Cards.
Changes over time graph.

Team Performance report

  • Main Metrics cards

  • Team Performance table - Each message is attributed to the teammate who sent it when calculating the count.

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