Hybrid resolution time (avg)

Term name

Hybrid resolution time (avg)

Purpose

Track the time it takes to resolve conversations where an agent and a teammate both replied.

Definition

Time from the start of a resolved conversation segment where an agent and a teammate both replied to its last resolution. Takes business hours and shifts into consideration.

Location & attribution

• Agents report

  • Key metrics chart

  • Agents over time chart

  • Agent details table

• Custom report

  • Line chart

  • Key metrics chart

  • Table chart

FAQ

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