The Costly Conversation report can help you understand which Conversations are requiring the most time to handle and resolve.
Metrics and Key Concepts #
The Costly Conversations report uses the following metrics and concepts to quantify the reported data.
| Name | Description |
| Active Conversation Handle Time | Conversation Handle Time |
| Agent | Agent who was assigned when the Conversation was last closed |
| Channel | Channel of the first inbound Contact, otherwise “Outbound” |
| Date | Times tamp of when the Conversation was last closed |
| Average Active Conversation Handle Time | The average number of minutes Agents are actively working with Customers on a Conversation across your communication Channels |
| Conversations | See Conversation definition |
Understand the Basics #
When to use the Costly Conversations report #
Use the Costly Conversations report if you have questions around:
- Which Conversations are the costliest to address?
- Why do certain Conversations take longer to address?
- What are the existing opportunities to improve efficiency?
How often to view the report #
Review this report monthly to gain valuable and actionable insights.
Note When reviewing the report in the UI, you will not be able to sort the table if there are more than 5k rows. Download the CSV version of the report instead so you can sort.
Take Action #
Once you understand the report, you can take action and make improvements.
Reducing Costs Per Conversation Handled #
The longer it takes to handle/close a Conversation, the costlier it is to manage since it takes more time for Agents to handle/close the Conversation. To reduce the costs of handling certain Conversations, think about the following points:
- Are the Topics reflected in the report usually more difficult to handle? If not, look into reasons why it’s taking longer to resolve Conversations with the related Topic.
- Are you seeing a trend? Do all of the top costly conversations have anything in common (e.g. same Agent? same Topic? same Channel?).
- Will adding Answers or self-service features allow Agents to spend less time on these Conversations?
- Will staffing an Inbox for specialized Topics help with creating a more efficient staffing model for Costly Conversations?
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:
- Active Conversation Handle Time
- Conversation Close Time
