TME and SLA Reports
On spread.chat, you can track and analyze different SLA and TME metrics.
Last updated
On spread.chat, you can track and analyze different SLA and TME metrics.
Last updated
Through the Analysis option (found in the side menu of the management panel) and by exporting operator action reports, you can view detailed information about the average response time (TME) and waiting time for your contacts, broken down by each operator.
In the Analysis menu, you can view TME and SLA per operator, as well as the team’s overall metrics based on the selected filters.
Important: These metrics in the Analysis panel are based on your business hours settings, which can be accessed under Settings → Advanced Settings.
Average Conversation Time – The overall average time of the conversation, from the moment the customer initiates contact or responds to an outbound message until the conversation is closed.
Average Conversation Time with Operator – The average time of the conversation from the moment it reaches the operator's inbox until the operator closes it.
Average Conversation Time with Bot – The average time of the customer's conversation with the bot, starting when the customer sends the first message until the bot either hands off to a human agent or ends the conversation via workflow.
Average Waiting Time (SLA) with Operator – The average waiting time for the operator's first interaction. It is calculated from the moment the conversation enters the inbox until the operator sends the first message, considering only the business hours set in the management panel.
General Average Waiting Time (SLA) – The average waiting time for the operator's first interaction, calculated from the moment the conversation enters the inbox until the first message is sent by the operator, not considering the company’s business hours set in the management panel.
To extract the report, click on “+EXPORT” and select the “Attendents actions” option, as shown in the example below:
After exporting this report, you will be able to find and view all the TME and SLA details outlined in this article.
