Performance stats

Average Handling Time

Definition

Average handling time: It is the average time that a web employee needs to solve/reply a contact in Instaply.

Note: This KPI is only create with the activity information from Web employees. Employees that use Android or iOS are not taken in consideration.

This KPI started to be monitored on April 18th

Questions that replies

How long a web employee takes in Instaply to handle a contact?

Detailed scenarios

Scenario- AHT definiton
The AHT is calculated as the accumulated activity time where the thread's status is waiting or replied divided by the number of handled contacts
Example:
Given "Joe" sends an  inbound message
And the message gets Instaply
And change the status to "waiting"
When "John" replies
And the status is set to "replied"
And John sets as "resolved"
And John takes "12 s" of activity to do it
Then there AHT is 12s

Scenario- Activity time
The accumulated activity is the sum of activity time for all the employees.
There are two types of activity time:
a) Time before inactivity: Inactivity happens when there is 5 seconds without activity, this 5 seconds are removed from the total activity time.
b) Change of context: When the employee moves to another tab/section other than customers
The activity time is only considered when the status of the thread is waiting or replied.

Average Waiting Time

Definition

Average waiting time: It is the average time that a customer waits before his request is replied or resolved.

Note: It assumed that if the open hours change, the KPI will be modified.

This KPI started to be monitored on April 18th

Question that replies

How long a customer needs to be replied?

Detailed scenarios

When the store is open, the time from the thread’s first contact’s message arrives to the contact is handled.

Scenario- Open store
 Given "Joe" sends an inbound message at 0:00:00
 And it's the first message in the thread
 And the message gets Instaply
 And change the status to "waiting"
 And the store is open
 When "John" replies at 0:00:15
 Then there AWT is 15s

 Scenario- close store
 Given "Joe" sends an inbound message at 0:00:00
 And the message gets Instaply
 And change the status to "waiting"
 And the store is close
 When "John" replies at 0:00:15
 Then there is not input in the AWT calculation

 Scenario- Second contact
 Given "Joe" sends an inbound message at 0:00:00
 And the message gets Instaply
 And Joe replies at 0:00:15
 And the store is open
 When "Joe" sends a second message at 0:00:30
 And "John" replies at 1:00:00
 Then the AWT is 15 seconds