Inbox reports in action
Inbox reports enable you to analyze the important metrics and understand the efficiency of your team. There are several metrics you can use to understand how your team is performing and serving the customers.
In this article we will dive deeper into the following metrics:
Average first response time.
Average resolution time.
The examples below illustrate some common scenarios your team may encounter and show how these metrics are measured in each case.
Example 1
Anna is a customer support representative at Acme Corp.
Events timeline
Time
Event
0900
An inbox ticket is created.
0910
Anna accepts the ticket.
0911
Anna sends the first message to the contact.
0915
The contact sends a message.
0920
Anna sends the second message to the contact.
0930
Anna resolves the ticket.
First response time
First response time = (Time agent first replied - Time ticket created)
First response time = ( 0911 - 0900) = 11 minutes
Resolution time
Resolution time = (Time ticket resolved - Time ticket created)
Resolution time = 0930 - 0900 = 30 minutes
Example 2
Anna and Bob are customer support representatives at Acme Corp.
Events timeline
Time
Event
0900
An inbox ticket is created.
0910
Anna accepts the ticket.
0911
Anna sends the first message to the contact.
0915
The contact sends a message.
0920
Anna sends the second message to the contact.
0930
Anna resolves the ticket.
0945
Bob reopens the ticket.
0945
Bob responds to the contact.
1000
The contact sends a message.
1015
Bob resolved the ticket
First response time
First response time = (Time agent first replied - Time ticket created)
First response time = ( 0911 - 0900) = 11 minutes
Resolution time
The ticket was first resolved at 0930 but reopened at 0945, hence the previous resolution time on the ticket is invalidated and resolution time is calculated again after the ticket is resolved.
Resolution time = (Time ticket resolved - Time ticket created)
Resolution time = 1015 - 0900 = 75 minutes
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