How Average Resolve Times are Calculated

The Average Resolve Time metric shows how long it takes, on average, for a conversation to be resolved. It is calculated based on conversations that have been marked as resolved or archived.

What the Average Resolve Time metric measures

The Average Resolve Time indicates the average duration from when a conversation starts to when it is closed. This calculation includes conversations closed through:

  • Manual resolve
  • Manual archive
  • Auto-resolve (reply + resolve)

How this metric is calculated

The system reviews conversations marked as resolved or archived over the past 72 to 96 hours. For each conversation, it logs the time from when the conversation started until it was marked as resolved or archived. If a conversation involved multiple back-and-forth messages, the resolve time is based on the first customer message to the last staff response.

If a conversation was resolved or archived multiple times, each resolved or archived interval is included in the calculation. This ensures that every period a conversation was marked as closed is accounted for, providing an accurate reflection of the overall response process.

Find the Average Resolve Time metric

You can find the Average Resolve Time metric in the following report types:

Note: The metric is not currently available in the Staff Full Data export.

    Was this article helpful?

Not finding what you're looking for? Contact Us Directly