Summary
This article explains key conversation metrics and what they indicate about customer experience and team efficiency.
Total Conversations
Shows:
- Number of chats handled in selected period
Helps measure overall workload.
First Response Time (FRT)
Measures:
- How quickly first reply is sent after customer message
Lower FRT = better customer experience.
Resolution Time
Shows:
- How long it takes to close a conversation
Helps identify complex or slow cases.
Open vs Closed Conversations
Indicates:
- Pending workload
- Efficiency of resolution
High open chats may mean understaffing or slow responses.
Why These Metrics Matter
These metrics directly affect:
- Customer satisfaction
- Sales conversion chances
