Conversation-Team Performance

• Number of Owners

  Total number of conversation owners.

• Avg SLA breaches per Owner

  The ratio of conversations with SLA breaches to the number of owners.

• CSAT rating

  Average CSAT rating for conversation Owners.

• Active Conversations

  A distribution of conversations in Open and In Progress states and the respective owners.

• Closed Conversations

  A distribution of conversations in Closed state and the respective owners.

• Average First Response Time

  Indicates the average time taken by each owner to provide the first response to the customer.

• SLA breaches per Owner

  Number of Conversations with SLA breaches with breach type for ticket owners.

• SLA breaches w.r.t. Customer Tier

  Number of Conversations with SLA breaches per owner.

• Average Resolution Time

  Indicates the average time taken to resolve requests for each conversation owner.