See how long customers wait for a first reply and how long until their issue is fully resolved, averaged into the real pace of your support. Read the agent’s speed beside your team’s, and watch both move as you tune what the agent handles.
The first number a customer feels is how long they sit before anyone answers, and it shapes the whole impression of your support. Response time averages that wait across your conversations, so you read it as one honest figure instead of a hunch. When the agent is fielding the opening question, that wait collapses to almost nothing, and the average reflects it.
Hey, can you tell me if my plan covers two seats?
A fast first reply means little if the problem still drags on for hours, so resolution is measured on its own. This is the stretch from the first message to the moment the issue is genuinely settled, averaged across conversations, which tells you whether you are answering quickly or actually finishing quickly. The two numbers together show speed at the door and speed all the way through.
Quick to answer, and quick all the way to done.
The same conversations split two ways: the ones the agent carried and the ones a person handled, each with its own average. You read the agent answering and resolving in seconds where a person takes minutes, alongside what your team manages on the harder threads it takes over. That contrast is what tells you where the agent is already carrying the load and where a person is still the one moving things.
You see exactly where the agent already carries the load.
These figures are not a static report, they respond to what you change. As you let the agent take on more of the routine load, the averages bend down and you watch it happen, so you can tell whether a change actually made support faster instead of guessing. The pace of your whole operation becomes a number you can move on purpose and confirm you moved.
Bends down as you hand more of the routine load to the agent.
See your average first-response and resolution times, read the agent’s pace beside your team’s, and watch both bend down as you hand more to the agent. The real speed of your support, in plain figures.