Hybrid replies to resolution (avg)

Term name

Hybrid replies to resolution (avg)

Purpose

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

Definition

Number of outbound replies in a resolved conversation segment where an agent and a teammate both replied.

Location & attribution

• Agents report

  • Key metrics chart

  • Agents over time chart

  • Agent details table

• Custom report

  • Line chart

  • Key metrics chart

  • Table chart

FAQ

n/a