Handling time statistics
To better understand the handling speed of your comments and posts, use the handling time statistics.
In theStatistics - Handling Timetab, the data are organized byfirst reaction time,resolution timeandfirst response timefor comments.
For your convenience, the first reaction time and closing time data are also separated for comments and direct message groups (multiple messages from the same author sent in a row).
First reaction timeis the time from the moment a comment/message is published to the first action in the service: closing, replying or deleting. This metric shows how many new posts and comments are pending handling.
The calculation of the first reaction time will take into accountthe working hoursin case they have been configured.
Resolution timeis the time from the moment when the comment/message was published to the last closing, i.e. when the request finally handled and closed.
The calculation of the first response time would take into accountthe working hoursin case they have been configured.
The medianis calculated exactly the same way as in mathematical statistics.
This is the handling time that is in the middle of the sample.
For example, if the median is 19 minutes, it means that half of the requests have a handling time of less than 19 minutes and the other half have a handling time of more than 19 minutes.
Average- arithmetic mean of content handling time for all elements of the sample.
To explore exactly which comments/messages were handled during a particular interval, simply click on the corresponding column in the graph.
First response timeis the time from the moment of publication of a comment or message to the first reply,not including working hours.
Only comments and messages that have been answered from the service are counted. Messages and comments closed without a response are not taken into account.
Actions performed from the social network interface are not taken into account in calculating statistics.Only comments and posts handled in Angry.Space are counted in the statistics.
Example:
- 12:00 - a user in a social network writes a comment "I wonder how much it costs".
- 12:10 - you close this comment without replying by clicking thebutton
- 12:20 - you change your mind and type the reply "9$, but we can make a discount for you". You press
In this case, the first reaction time would be 10 minutes and the closing time would be 20 minutes.
We combine multiple messages from a social network author sent in a row into one group.Metrics are calculated for the group's first message.
Example:
- 12:00 - a user on a social network writes a message "hello"
- 12:10 - sends another message "what is the status of my order?"
- 12:11 - another "number 55667788"
- 12:20 - you send a reply "Just a moment, let's check" by clicking(the dialog is not closed)
- 12:30 - you come back with a reply "Your order has been transferred to the courier, he will call you today" and close the dialog by clicking
For this group of messages, the first reaction time will be 20 minutes and the closing time will be 30 minutes. Even though 3 messages were actually received, one message will be recorded in the statistics.