Conversation processing time

Conversation processing time

Conversation processing time

Term Name

Conversation processing time

Purpose

Keeps track of the time between the assignment of a conversation and its conclusion.

Example use case: Be able to spot extended processing duration and explore alternative methods to reduce it.

Bimbo has a shorter processing time as opposed to Amanda because she uses canned responses to respond to customers, Amanda can be advised to use canned responses.

Definition

The duration that has passed from the moment the conversation task was assigned to the point at which the conversation is ultimately concluded.

Location & attributions

Overview report

  • Main metrics card

    Teammates performance report

  • Main metrics cards

  • Teammate performance table - Attributed to a particular teammate's conversation processing time during the period selected.

    Tags report

  • Tags details - Attributed to a tag if the conversation had a processing time during the period selected.

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