Engage Digital | First reply resolution report

Last updated on November 24, 2021
This report gives, in absolute value, the number of replies needed before agents can close a conversation, over the selected period. The table shows, per agent, the number of replies needed before agents can close a conversation, over the selected period.

This report allows you to compare the proportion of conversations that, at the time of the consultation, are closed after receiving a single agent response compared to the proportion of conversations that required multiple agent responses. The higher the rate of closed conversations in a single agent response, the better the quality of your service: agents are able to resolve client conversations in a single response and do not need to rephrase or reformulate several times.
 
You can filter by disposition 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.

Interpreting the results: identifying how many conversations are closed with a single reply

For example, a team solves customer inquiries with only one reply in more than half the conversations. Out of the 5 conversations that were created over the period selected, 3 have been closed after only 1 reply — and are still closed at the time of the consultation.
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