Enables you to track the average length of time a contact has to wait initially before they receive a reply from an agent.
Definition
<p>The average time it takes to send the first message on a ticket during the time period of the report. This is a contact point-of-view metric.</p><p>First response time = (Time agent first replied - Time ticket created)</p>
Data Type
Historical
Location
<p>Board view: Main metric cards.</p><p>Stats view: Tickets created.</p>
FAQ
<ul><li>Outbound tickets are included in the average first response time calculation.</li><li>Tickets created during the time period of the report are analyzed when calculating the average first response time.</li></ul>
Enables you to track the average length of time a contact has to wait before their issue is resolved.
Definition
<p>The average time it takes to resolve a ticket in Inbox during the time period of the report. This is a contact point-of-view metric.</p><p>Resolution time = (Time ticket resolved - Time ticket created)</p>
Data Type
Historical
Location
<p>Board view: Main metric cards.</p><p>Stats view: Tickets created over time.</p>
FAQ
<ul><li>Outbound tickets are not included in the average resolution time calculation.</li><li>If a ticket gets reopened, the previous resolution of the ticket is invalidated and a new resolution time will be assigned when the ticket is resolved again.</li><li>Tickets resolved during the time of report are analyzed when calculating the average response time. </li></ul>