You can view important statistics about the responsiveness of your human agents in the Human agent effectiveness section. This section shows data related to how fast the response time is. You can filter between environments and human agents.
Human agent responsiveness
The Human agent responsiveness graph provides data about the first response time and the general response time of human agents to messages. You can choose between data about the average, the median, the maximum and the minimum response time, and also compare the data to the previous time period.
First response time
The First response time graph provides data about the first response time to a message. We define as first response time the elapsed time between the user's first message and the agent's response.
The Response time graph provides data about the general response time to a message, that is, the time taken for a human agent to reply to a message, without taking into consideration if it is the first message.
To extract more useful data, use the median when extreme values are present, and the average otherwise.