Teammate-only resolution time (avg)

Term name

Teammate-only resolution time (avg)

Purpose

Track the time it takes teammates to resolve conversations with no agent reply.

Definition

Time from the start of a conversation segment resolved by teammates with no agent reply to its last resolution. Takes business hours and shifts into consideration.

Location & attribution

• Agents report

  • Key metrics chart

  • Agents over time chart

• Autopilot report

  • Key metrics chart

  • Autopilot over time graph

  • Autopilot by topic table

• Custom report

  • Line chart

  • Key metrics chart

FAQ

• See this article to learn more about the resolution time metric.

• “Teammate-only resolution time” replaced the “Teammate resolution time” metric from legacy Autopilot.