The 'Average Resolve Time' metric shows how long, on average, it takes for a conversation to be resolved. This is calculated based on conversations that have been marked as 'Resolved' or 'Archived.' Here’s a breakdown of how this metric is determined and where you can find it:
What the "Average Resolve Time" Metric Measures
The "Average Resolve Time" indicates the average duration it takes to close a conversation. This calculation includes conversations resolved through:
- Manual resolve
- Manual archive
- Auto-resolve (reply + resolve)
How We Calculate This Metric
To calculate this metric, the system reviews conversations marked as resolved or archived over the past 72 to 96 hours. For each conversation, it logs the time taken from when the conversation started until it was marked as resolved or archived. If there are multiple back-and-forth messages, the resolve time is based on the first message from a customer to your last response.
If a conversation was resolved or archived multiple times, the system includes each resolved or archived interval in its calculations. This ensures that each period a conversation was marked as "closed" is accounted for, offering an accurate reflection of the response process.
NOTE: Since this metric was introduced on October 30, 2024, it will initially rely on limited data. As more resolved and archived conversations are processed, the metric will become more accurate over time.
Where to Access the "Average Resolve Time" Metric
You can find the "Average Resolve Time" metric in the following report types:
NOTE: The metric is not currently available in the 'Staff Full Data Export.'