Measure Conversation Response Times and Agent Performance
Interpret clients, times helped, human and bot replies, median response times, business hours and the current unanswered list.
Open Analytics → Custom Reports → Conversations → Agent performance. This report combines service volume with response-time measurements and a list of people still awaiting a reply.
Set the report
- Confirm the business/location and choose dates. Presets include Today, Yesterday, Last 7 days, Last 30 days, This month and Last month.
- Select All channels or a channel such as SMS, WhatsApp, Messenger, Instagram or Live chat.
- Keep All agents or choose the agent you need.
- Wait for results and check the selected period before interpreting cards or rows.
Understand clients and times helped
Clients attended counts distinct people who received a reply across the company in the period. Times helped counts each day on which a client received a reply. A person helped on two days can therefore be one client and two times helped.
By People and By Bot can overlap: a client can receive both kinds of help. Do not add them as if they were mutually exclusive groups. The typical human response indicator excludes bot replies.
Read the agent table
- Clients: distinct clients served by that agent during the period.
- Times helped: client-days of help by that agent.
- Times per client: times helped divided by clients.
- During hours and After hours: median response times in the two schedule groups.
- Slowest 10%: a response-time threshold; about one in ten measured waits is longer. It is not the average of the slowest replies.
A median means half of the measured responses were faster and half slower. Response time measures the wait from an incoming client message to the first qualifying reply for that wait; it does not measure how long the entire case took to resolve.
Clients served by more than one agent can appear in several rows. Adding agent client counts can exceed the company's distinct-client total. Click an agent row to expand dates and channels; select a date/channel detail to see the clients attended.
How business hours affect the figures
During-hours versus after-hours grouping depends on when the client wrote, not when the reply was sent. The report uses the business number's schedule or its inherited company schedule. It uses the currently saved hours even for past periods, so changing those hours can change historical grouping.
Use Nobody replied correctly
This list concerns people who wrote in the selected period and still have no qualifying answer now. It is not a frozen snapshot of the last day in the range. A person answered today can disappear from a list for an earlier period. Automatic acknowledgments do not count as replies; qualifying bot help is reported separately from human help.
Review the conversation and current assignment before following up. If a metric seems wrong, retain the report period, filters, relevant message times and applicable schedule for support. Avoid ranking agents solely by speed without considering channel, after-hours demand and the nature of their work.