Conversation processing time

Conversation processing time

Conversation processing time

Term Name

Conversation processing time


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.


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

  • Main metrics card

  • Main metrics cards

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

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

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