Reports: Resolutions
Last updated
Last updated
The Resolutions report provides details to how fast the conversations are being assigned to users and closed. Understanding the resolution rate helps you to gauge the time spent on resolving customers’ inquiries and to identify any setback in your triage processes.
Resolutions report will be based only on closed conversations. Open conversations will not be taken into account.
Navigate to the Reports module and click Resolutions.
Frequency and date — Select a date range from the drop-down list to be applied to the report. Alternatively, you can define the date range by frequency. The following options are available:
Today
Yesterday
Last 7 Days
Last 14 Days
Last 30 Days
This Month
Last Month
+Add Filter — You can refine the view of the report components by adding more filter(s). The following filters are available:
Conversation Closed Source
First Assignee
First Response By
Last Assignee
Closed By Team
Closed By User
Conversation Category
Conversation Opened Channel
Conversation Opened Source
Contact Type
Contact - Search the Contact by Contact name and Contact ID. Use Contact filter to see the conversations for the specified Contact.
Conversation ID - Get the conversation ID from the Conversation List to see the performance of the particular conversations.
Clear All — You can use this option to reset the filters to the default selections.
You may encounter a chart with the following message displayed: - The selected filter(s) are not applicable here: This means the filter(s) you have selected are not applicable to the chart. - The selected filter(s) have no applicable data: This means no data is available for the selected filter(s), for e.g. the chart is new and only available at a date later than the selected date range.
Metric
The average amount of time taken to close a conversation from the time the conversation was opened.
Line Chart
Compares the average resolution time for the selected period with data from the previous period.
Resolution Time Breakdown
This table shows the breakdown of the conversations that are closed within the selected period by the resolution time of the conversations.
Resolution Time - Values are grouped by the following ranges: <5min, 5m-15m, 15m-30m, 30m-1h, 1h-3h, 3h-8h, >8h.
% Conversation - The percentage of conversation where the resolution time falls within that range.
Metric
The average amount of time taken to close the conversation from the time the conversation was first assigned. Also called Resolution Time based on First Assignment, this metric does not take into account the waiting time for an open conversation to be assigned to the first user.
Line Chart
Compares the average amount of time taken to close the conversation from the time it was first assigned to a user for the selected period with data from the previous period.
This table shows the breakdown of the conversations that are closed within the selected period by the first assignment to close time of the conversations.
First Assignment To Close Time - Values are grouped by the following ranges: <5min, 5m-15m, 15m-30m, 30m-1h, 1h-3h, 3h-8h, >8h.
% Conversation - The percentage of conversation where the first assignment to close time falls within that range.
Metric
The average amount of time taken to close a conversation from when the conversation was assigned to the last user. Also called Resolution Time based on Last Assignment, this metric helps managers to analyze the average resolution time of the conversation from when the last agent was assigned and excludes the time of prior reassignment.
Line Chart
Compares the average amount of time taken to close the conversation from the time it was last assigned to a user for the selected period with data from the previous period.
This table shows a breakdown of the conversations that are closed within the selected period by the last assignment to close time of the conversations.
Last Assignment To Close Time - Values are grouped by the following ranges: <5min, 5m-15m, 15m-30m, 30m-1h, 1h-3h, 3h-8h, >8h.
% Conversation - The percentage of conversation where the last assignment to close time falls within that range.
Metric
The average amount of time taken to assign the conversation to the first user. This helps you to understand if your inbound conversation process is efficient in routing conversations to users as quickly as needed, without leaving Contacts waiting for too long.
The data include assignments done manually by user, and automatically by Workflows, Bot, Developer API and Zapier.
Line Chart
Compares the average amount of time taken to assign a conversation to the first user for the selected period with data from the previous period.
Time to First Assignment Breakdown
This table shows the breakdown of the conversations that are closed within the selected period by the time to first assignment of the conversations.
Time To First Assignment - Values are grouped by the following ranges: < 30s, 30s - 2min, 2 - 5min , 5 - 10min, 10 - 30min, 30 - 1h, >1h.
% Conversation - The percentage of conversation where the time to first assignment happened within that range.
Metric
The average number of assignments in a closed conversation. This helps manager understand if assignments are done accurately overall. For most businesses, the lesser number of assignments or reassignments means the conversations are assigned to the right agent that could assist in handling customers’ issue. This could reduce the resolution time which in turn result in higher customer satisfaction.
Line Chart
Compares the average number of assignments that occurred until the conversation is closed for the selected period with data from the previous period.
This table shows the breakdown of the conversations that are closed within the selected period by number of assignments of the conversations.
Number Of Assignments - Values are grouped by the following ranges: 0, 1, 2, 3, 4, >4.
% Conversation - The percentage of conversation where the number of assignments falls within that range.
Here are the insights you can gain from each conversation that occurred.
Table Headers
Description
Closed Timestamp
The date and time when the conversation was closed.
Closed By Source
The source of how the conversation was closed.
Closed By
The name of the user who closed the conversation.
Closed By Team
The team of the user who closed the conversation.
Opened Timestamp
The date and time when the conversation was opened.
Opened By Source
The source of how the conversation was opened.
Opened By Channel
The channel from where the conversation was opened. If the conversation is manually opened by clicking on the “Open Conversation” button, this will be shown as “-”.
Conversation ID
The ID of the conversation.
Contact ID
The ID of the Contact.
Contact Name
The name of the Contact associated with the conversation.
First Assignment Timestamp
The date and time when the conversation was first assigned. If the conversation has an assignee before the conversation was opened, the first assignment timestamp will be the same as the conversation opened timestamp.
First Assignee
The name of the first assignee. If the conversation has an assignee before the conversation was opened, the assignee will be the first assignee.
First Response Timestamp
The first response time provided by any user to the Contact.
Format -> hh:mm:ss or mm:ss
First Response By
The name of user who gave the first response.
Last Assignment Timestamp
The date and time when the conversation was last assigned. If there is only one assignment throughout the conversation, the last assignment timestamp will be the same value as first assignment timestamp.
Last Assignee
The last assignee of the conversation. If there is only one assignment throughout the conversation, the assignee will be the last assignee. If the conversation get unassigned before the conversation is closed, this will be shown as “Unassigned”.
Time to First Assignment
The time taken to assign the conversation to the first user. If the conversation has an assignee before the conversation is opened, then this will be shown as “-”.
Format → hh:mm:ss or mm:ss
Formula: First Assignment Timestamp - Opened Timestamp
First Response Time
The time taken to give the first response from the time when the conversation was opened.
Format → hh:mm:ss or mm:ss
Formula: First Response Timestamp - Opened Timestamp
First Assignment to First Response Time
The time taken to give the first response from the time when the conversation was first assigned.
Format → hh:mm:ss or mm:ss
Formula: First Response Timestamp - First Assignment Timestamp
Last Assignment to Response Time
The time taken to give the first response by the last assignee from the time when the conversation was last assigned.
Format → hh:mm:ss or mm:ss
Formula: First response from last assignee - Last Assignment Timestamp
Resolution Time
The time taken to resolve the conversation from the time when the conversation was opened.
Format → hh:mm:ss or mm:ss
Formula: Closed Timestamp - Opened Timestamp
First Assignment to Close Time
The time taken to resolve the conversation from the time when the conversation was first assigned.
Format → hh:mm:ss or mm:ss
Formula: Closed Timestamp - First Assignment Timestamp
Last Assignment to Close Time
The time taken to resolve the conversation from the time when the conversation was last assigned.
Format → hh:mm:ss or mm:ss
Formula: Closed Timestamp - Last Assignment Timestamp
Average Response Time
The average time taken to give responses to Contact.
Format → hh:mm:ss or mm:ss
Formula: Sum (Response Timestamp - Incoming Message Timestamp) / Responses
Assignments
The number of assignments in the conversation. If the conversation is closed without assigning to a user, this will be shown as “0”. Unassignment is also considered as an assignment.
Incoming Messages
The number of incoming messages received during the conversation.
Outgoing Messages
The number of outgoing messages sent during the conversation (excluding broadcast messages).
Responses
The number of responses sent in the conversation.
Conversation Category
The conversation category as specified in the Closing Note.
Summary
The conversation summary as described in the Closing Note.
