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.
Yes, you can track the number of conversations that were resolved with various labels over the current day. As labels can be used to denote various operations/services/types of requests you receive, you can track the volume of such requests over the day.
The Dashboard gives a real-time overview of all the current activities in your account. It is customised according to your Freshchat plan and provides a visual summary of your team’s performance. Dashboard helps you measure speed of response, monitor conversation trends, view average resolution time, and deep dive into any agent’s workload. It also gives you information on agent availability.
There are two types of Dashboard views available in Freshchat based on your account plan: Basic and Advanced. Only Pro and Enterprise plan users have access to Advanced dashboard.
On the Dashboard, you will be able to view the number of incoming conversations on a given day. You can also see hourly comparisons for:
Incoming conversations volume today vs the volume on the same day last week
Incoming conversations vs the resolved conversations for the current day. This will help you identity workload and roadblocks and allocate resources accordingly.