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Admins need to measure response time performance and rely on statistical values like averages and medians to approximate the performance in a standard scenario.
Averages are useful when the dataset is large and does not include extreme outliers. However, customer data often contains these outliers, and the average can get skewed.
- For example, if your resolution time (in minutes) for ten different tickets are 0, 1, 1, 2, 3, 5, 8, 13, 21, and 34 — the average resolution time is 8.8 minutes.
Note: To balance the skew from outliers, use median (50th percentile) and 90th percentile values in Freshchat's reports.
The Median, or 50th percentile, is the middlemost value. The median separates the higher half from the lower half of your data. It is the "middle value". Outliers do not skew medians.
- For example, if your resolution time (in minutes) for ten different tickets are 0, 1, 1, 2, 3, 5, 8, 13, 21, and 34, the median resolution time is 4 minutes. Five values lesser than the median and five values greater than the median.
The 90th percentile shows you the statistics of when your performance was better than 90% of your performance. This means that when an agent's performance is in the 90th percentile, their performance is better than 90% of all performances.
- For example, if your resolution times (in minutes) are 0, 1, 1, 2, 3, 5, 8, 13, 21, and 34, the 90th percentile for resolution time is 32.7 minutes — which is better than 90% of values.