Table of Contents

Reports: Resolutions

Wai Ting Yong Updated by Wai Ting Yong

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.

Getting Here

Navigate to the Reports module and click Resolutions.

Filters

Report filters
  • 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.

Report Components

Average Resolution Time

Average Resolution Time

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

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.

Average First Assignment to Close Time

Average First Assignment to Close Time

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.

First Assignment to Close Time Breakdown

First Assignment to Close Time Breakdown

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.

Average Last Assignment to Close Time

Average Last Assignment to Close Time

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.

Last Assignment to Close Time Breakdown

Last Assignment to Close Time Breakdown

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.

Average Time to First Assignment

Average Time to First Assignment

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

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.

Average Number of Assignments to Close

Average Number of Assignments to Close

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.

Number of Assignments to Close Breakdown

Number of Assignments

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.

Conversation List

Conversation List

Here are the insights you can gain from each conversation that occurred.

Click here to learn more about each column:

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.

Reports table has a limitation of generating a maximum of 10,000 row of results. If you need more data, consider using Data Export.

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