Service times

Summary

The report of Service Times provides a detailed view of human and automated service performance, enabling identification of bottlenecks and optimization of the customer journey across multiple channels.

With it, you can:

• Monitor the average handling time, from the user's entry to the completion of the interaction.

• Assess the queue wait time and the initial response time, key quality indicators in service.

• Measure the effectiveness of time in the bot, checking how many interactions were resolved without the need for transfer.

• Compare the volume of interactions with an agent versus without an agent, understanding the proportion of automation versus human service.

• Track the evolution of the percentage of interactions over time, helping define SLAs and CX targets.

• Export reports in PDF or CSV for advanced analytics and integration with support, operations, or team management areas.

This report is essential for CX and operations leaders who want to reduce response time, increase first-contact resolution rate and balance automation with human service.

Service Times – Bot and Departments

The report of Service Times – Bot and Departments allows monitoring the performance of automated service over time and measuring its efficiency in different areas of the organization.

It enables:

• Analyze the total time of interactions in the bot, month by month, understanding seasonal variations and impacts of campaigns or operational changes.

• Evaluate the distribution of service time by department (such as Support, Sales, Customer Success, Finance, etc.), identifying which areas have greater dependence on automation.

• Measure the bot retention capacity, checking how long users remain in automated journeys before the need for human intervention.

• Compare departments to identify improvement opportunities in flow design, AI model training, or integration with backend systems.

• Export as PDF or CSV for complementary analyses, SLA tracking by department and support for strategic decisions about balancing bot and human team.

This report is essential to structure more scalable operations and balance the use of AI with human service teams, ensuring efficiency without losing personalization.

Service Times – Queue

The report of Service Times – Queue provides a strategic view of the customer experience during moments when there is a wait to connect with a human agent.

It allows:

• Monitor the total wait time in queue, month by month, identifying seasonality, demand peaks and operational bottlenecks.

• Track the distribution of queue time by department, comparing areas such as Support, Sales, Finance, Onboarding and Customer Success.

• Assess the impact of team sizing and the efficiency of automated flows on reducing wait time.

• Map departments that show higher queue time, prioritizing actions such as load redistribution, bot expansion or SLA optimization.

• Export as PDF or CSV for external analyses, executive reports and integration with CX indicators.

This report is essential to ensure agility and consistency in human service, reinforcing customer trust and satisfaction throughout the journey