Evaluate your teams' performance, and see how quickly they respond to the conversations
Average Resolution Time Report
This report shows you how long the conversations take (in minutes).
This is calculated from the moment the conversation opens to when it is closed.
A conversation is considered in this report once it is closed. Open conversations are not included.
How is the report calculated per team or per user?
We count the report based on the user who closed the conversation.
so if the conversation started with a bot, then moved to team A, then reassigned to team B. and a user from team B closed it, we will calculate the average resolution time for team B.