Incorporation of response time per executive
under review
D
Dayana Muñoz
Hello. I want to suggest that the Messages tab also shows the executive's response time in the Response Time column (seconds).
Currently, this field measures time to the client and not to the executive, which prevents us from correctly evaluating the executive's response times and, therefore, validating their effectiveness.
Gabriel Galea
marked this post as
under review
We are evaluating adding this data together with others that will allow us to better evaluate the performance of the agents.
D
Dayana Muñoz
The request is to add an additional indicator to the tickets, in addition to the existing time for the first approach (that is, how long it takes to give the first attention).
the concrete proposal would be:
Average response time within the ticket: measure how much time elapses, on average, between a message sent by the customer (in an already open conversation) and the response of the assigned executive.
This would help evaluate not only the speed with which it is serviced for the first time, but also the quality and consistency of the ongoing interaction between client and executive.