The Conversation Close Time by Agent by Channel report can help you understand how productive and timely your Agents are in managing Conversations in the Channels they are working in.
Key Concepts and Definitions
These are concepts and definitions you should be aware of to understand this report:
- Conversations are a series of Contacts with a Customer about one or more questions. It can also span across different Channels and Topics.
- Customers are people who have a connection with your company because they are interested in your products and services or are an existing customer. Customers in Gladly could also have a history of Conversations that may span across multiple Channels.
- Channel is the method a Customer uses to communicate with your company. This could be through email, SMS, social messaging, chat, or phone call.
- Agents are the front line of your Customer Support Center. They handle Conversations and their Contacts and can be assigned to multiple Inboxes.
- Close Time is a calculation of when a Customer first reaches out to you and when the Conversation is closed.
Understand the Basics #
When to use the Conversation Close Time by Agent by Channel report #
Use the Conversation Close Time by Agent by Channel report if you have questions around:
- How quickly are Agents closing Conversations on each Channel?
- Does the number of closed Conversations increase or decrease with the Conversation Close Time?
- Does Close Time vary by Channel and by Agent?
How often to view the report #
Review this report monthly to gain valuable and actionable insights.
Note If a Conversation is reopened and then closed again, the second close event will again count as a closed Conversation.
Take Action #
Once you understand the report, you can take action and make improvements.
Conversation Close Time by Agent by Channel is Increasing #
If you see the Conversation Close Time increasing for a particular Agent on a specific Channel, it means the Agent is taking longer to solve a Customer issue. You might want to investigate why this is happening.
- Are customers asking about different Topics that this Agent is handling? Does the Agent have the right knowledge/skill to handle the Topic?
- Did Active Conversation Handle Time (ACHT) increase? Is the Agent spending more time working on the issue?
- Is the Agent using Answers to answer the Customer questions? Do Answers have the latest information that your Agents or Customers can see?
- Did First Contact Resolution (FCR) increase? If so, the rise in Conversation Close Time could be reasonable.
- What about the Channel in question? For example, email Conversations might have a longer Conversation time than chat would.
Conversation Close Time by Agent by Channel is Decreasing #
If you see the Conversation Close Time decreasing, congratulations! To make sure that the overall Customer Experience is not affected, look into the following:
- Did your First Contact Resolution (FCR) increase, or did it stay the same?
- Did Customers reach out on different Channels? Remember, the Channel used by the Customer could affect close time if they are switching to a Channel that is faster to communicate in.
Good to Know #
- This report can also be generated via API. See our Developer Docs for more details.
- CSV download of this report is limited to 100k rows.
- Listed below are related reports we recommend you use alongside this report:
- First Contact Resolution by Agent
- Customer Wait Time by Channel
- Active Conversation Handle Time by Agent by Channel
- Topics
