This report gives, in absolute value, the number of replies needed before agents can close a case, over the selected period. The table shows, per agent, the number of replies needed before agents can close a case, over the selected period.
This report allows you to compare the proportion of cases that, at the time of the consultation, are closed after receiving a single agent response compared to the proportion of cases that required multiple agent responses. The higher the rate of closed cases in a single agent response, the better the quality of your service: agents are able to resolve client cases in a single response and do not need to rephrase or reformulate several times.
You can filter on post-qualification categories to identify which contact the reasons for customer requests require longer conversations than others.
This report is especially useful for email channels, as email is a private channel where more time can be spent by the agent to compose messages and provide more information to a customer. However, this report is hardly useful for social networks, and not useful at all for chat channels. Indeed, solving an issue on those last two channels often requires more than a single agent reply.