Teammate resolution time (avg)

Term name

Teammate resolution time (avg)

Purpose

Track the time it takes teammates to resolve conversations.

Definition

Time from the start of a conversation segment resolved by teammates to its last resolution. Takes business hours and shifts into consideration.

Location & attribution

• Autopilot report

  • Key metrics chart

  • Autopilot over time graph

FAQ

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