Metrics | Definition |
New contact(s) | Number of conversations assigned to the inbox that have not received any response from the agents. |
Existing contact(s) | The contacts that have been created with existing conversations and tickets. |
Metrics | Definition |
Incoming (messages) | Total number of incoming messages assigned to a conversation regardless of who is handling it. |
Outgoing (messages) | The number of messages that have been sent by the agents as responses to customer's query. It can either be for a new query or an existing query. |
Metrics | Definition |
Attended | Number of conversations that have been assigned to your team members. |
Unassigned | Number of conversations that are available in the inbox, but yet to be assigned to a team member. |
Total | Total number of conversations including both the assigned and the unassigned conversations. |
Filter by | Definition |
Integration channels | The channel that is integrated with the IM module. |
Time duration | The time taken to resolve the customer queries. |
Metrics | Definition |
Average pickup time | The total average time customers waited in the queue before an agent accepted their conversation. |
Average response time | The total average time for the responses in a conversation. |
Average first response time | The total average time for the first responses across an engaged customer conversation. |
Metrics | Definition |
Attended (Total of both Attended & Reopened) | Incoming conversations that are addressed by agents. Customer-to-Agent connection begins at this point. |
Reopened | The conversations that are re-initiated by the customers/agents. |
Avg pickup time, Avg first response time and Avg response time | The total average time customers waited in the queue before an agent accepted their conversation, the total average time for the first responses across an engaged customer conversation and the total average time for the responses in a conversation. |
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