First response time (FRT, first reply time)#
First response time is how long a customer waits from the moment a conversation is created until a person on the team sends the first reply.
Formula: Time of the first reply minus the time the conversation was created, reported as the median and the p90 across conversations.
In Kommio: Counted at the first reply, under the inbox, team, replying agent and tags the conversation had then. Reports show the median and the p90, never an average, in wall clock or in business hours (the inbox's own hours, else the workspace's, with holidays and exceptions). The window is whole local days in the zone the report names, and the number covers only the conversations the viewer's role may see.
Example: Five conversations answered after 2, 3, 4, 5 and 240 minutes have a median first response time of 4 minutes; the average would be 50.8 minutes, set by the one slow reply.
Resolution time (time to resolution, TTR)#
Resolution time is how long a conversation takes from creation until it is resolved.
Formula: Time of the current resolution minus the creation time, reported as the median and the p90.
In Kommio: Measured from creation to the current resolution and counted at that resolution. A reopen takes the resolution back, and a later resolution counts it again, so a conversation is never counted as resolved twice. Wall clock or business hours, median and p90, limited to what the viewer may see.
Resolved, reopened and resolution time · How Kommio reports are counted
Median and p90 (percentile, 90th percentile, median vs average)#
The median is the middle value of a set of times: half the customers waited less, half waited more. The p90 (90th percentile) is the time that 90% of customers waited no longer than, so it shows how bad the slow tail is.
Formula: Sort the times; the median is the value in the middle, the p90 the value 90% of the way up the list.
In Kommio: Every duration in Kommio's reports (first response, resolution, time to first assignment, the wait of a missed chat) is shown as a median and a p90 instead of an average, because an average of response times is dominated by the one email that waited a week. Both come from a 40-bucket logarithmic histogram kept in the hourly rollups, accurate to about 20%, so a report never has to scan the conversations.
Business hours (business time, working hours)#
Business hours are the times a support team is open; a duration in business hours counts only the open time between two moments, so a question sent on Friday evening is not late on Monday morning.
In Kommio: The Wall clock / Business hours switch changes the first response and resolution tiles, the first response chart and the breakdown. Kommio uses the inbox's own hours, else the workspace's, with holidays and date exceptions, in that schedule's time zone. The duration is computed when it is counted, so changing the hours later affects only what is counted afterwards. Without business hours set, both views are the same and the page says so.
Business hours in reports · Business hours, SLA policies and rules
Service level agreement (SLA) (SLA, SLA policy, SLA attainment)#
An SLA in customer support is a promised response or resolution time, such as "a first reply within one hour for urgent conversations"; SLA attainment is the share of responses or resolutions that met the target.
Formula: SLA attainment = responses (or resolutions) within target ÷ all responses (or resolutions) the policy applied to.
In Kommio: An SLA policy has a first response target and a resolution target in minutes (either may be absent), in wall clock or the inbox's business hours, for chosen inboxes and priorities; the first enabled policy that matches a conversation applies. Each first response and each resolution counts as met or breached under the policy that applied at that moment, shown per day and per policy. Kommio has no next-response target and no pause while pending or snoozed yet.
Example: With a 60-minute first response target, 45 of 50 first replies within the hour is 90% attainment.
SLA attainment in reports · SLA breach as an automation trigger
SLA breach (breached SLA, past due)#
An SLA breach is a conversation that passed its response or resolution target while still waiting.
In Kommio: Each conversation a policy applies to has a clock with its due times. A job checks every minute and marks the clocks that fell due while still waiting, then publishes one breach event per conversation and target: a trigger for automation rules ("An SLA target is breached") and a webhook event. Reports also count conversations past due right now, and those due within the hour.
Customer satisfaction score (CSAT) (CSAT, satisfaction score, CSAT response rate)#
CSAT is the share of customers who rate a conversation positively in a short survey after it ends; the response rate is the share of surveys offered that were answered.
Formula: CSAT score = responses rated 4 or 5 ÷ all responses, on a 1 to 5 scale. Response rate = responses ÷ surveys offered.
In Kommio: Surveys are set per inbox (faces by default, stars or thumbs, normalised to 1 to 5) and offered once per resolution when an agent or bot replied, in the website chat, by email or as buttons in Telegram. The score is the share of 4 and 5 ratings, credited to the assignee and team at resolution, and breaks down by agent, team, inbox, tag and the channel the survey went out on. Every number opens the responses and comments behind it, with personal data in comments masked by the reader's role.
Backlog (open queue, backlog by age)#
The backlog is the conversations still open or pending at a given moment, usually split by how old they are and by who has to act next.
In Kommio: The Backlog card counts the open and pending conversations the viewer may see, right now: by age since creation (under 1 hour, 1 to 4 hours, 4 to 24 hours, 1 to 3 days, 3 to 7 days, over 7 days) and by who they wait on: the team when the conversation is open and the customer wrote last, else the customer. It also names the customer who has waited longest for an answer. Backlog is read from the conversations as they are, not from rollups, because no rollup can answer a level at an instant.
Reopen rate#
Reopen rate is the share of resolved conversations that were opened again afterwards, a sign that the first resolution did not really solve the problem.
Formula: Reopened resolutions ÷ (resolved + reopened resolutions) in the window.
In Kommio: A reopened resolution is counted back in the hour and dimensions of the resolution it took back, so resolved plus reopened is every resolution made in the window. Reopens are counted from the release that added the metric; earlier reopens left no trace and are not recounted.
One-touch resolution (one-touch rate, first contact resolution)#
One-touch resolution is a conversation resolved after exactly one reply from a person.
Formula: Resolved conversations with exactly one reply from a person before the resolution ÷ resolved conversations.
In Kommio: Counted with the resolution, in its hour and dimensions; a reopen takes it back with the resolution. Bot replies are not replies from a person.
Replies per resolution#
Replies per resolution is the average number of replies people on the team sent before a conversation was resolved.
Formula: Replies from people before each resolution, summed ÷ resolved conversations.
In Kommio: Counted with each resolution and taken back with it on a reopen, shown in the Quality section against the previous period.
Repeat contact rate (repeat contacts)#
Repeat contact rate is the share of resolved conversations whose customer got in touch again soon after, often about the same problem.
Formula: Resolved conversations whose contact opened another conversation within 7 days after the resolution ÷ resolved conversations.
In Kommio: Counted when the new conversation is created, at the earlier resolution, so the last 7 days of a report window are still filling in.
Missed website chat (missed chat, unanswered chat)#
A missed chat is a website chat that ended without any reply from a person.
Formula: Missed chat rate = website chats resolved or closed with no reply from a person and not resolved by a bot ÷ website chats resolved.
In Kommio: Counted at the resolution. The wait is measured from the start of the chat to when the visitor left the page, else to the resolution, and shown as a median and p90 with the rate. A visitor who closes the tab and comes back later counts the later departure.
Time to first assignment (time to assign)#
Time to first assignment is how long a new conversation waits before someone on the team becomes its owner.
Formula: Time of the first assignment minus the creation time, as a median and a p90.
In Kommio: Counted under the agent who first received the conversation, in the Assignment section with assigned and reassigned counts and each agent's average open load. Assignment can be automatic (round robin or balanced by load, with skills and capacity) or by hand.
Agent occupancy (occupancy)#
Occupancy is the share of the time agents are online that they are actually handling customer work.
Formula: Samples in which an online agent holds at least one open conversation ÷ samples in which the agent is online.
In Kommio: Every 15 minutes, while the workspace's agents use the app, Kommio records who is online (Online or Busy, with the app connected in the last two minutes) and the open conversations each holds. Kommio cannot tell typing from waiting, so handling means holding an open conversation. The Staffing section also shows agent-hours online and agents online on average.
Concurrency (concurrent chats)#
Concurrency is how many conversations an agent holds open at the same time while working.
Formula: Open conversations held, summed over the samples where an agent holds any ÷ those samples.
In Kommio: Read from the same 15-minute samples as occupancy. The Staffing heatmap (weekday by hour, in the report's time zone) adds conversations created, agents online on average and conversations created per agent-hour online, which shows the hours with too few people.
Facts on this page describe Kommio as it is on the date above; anything marked planned is on the roadmap, not shipped. Corrections to [email protected].