%{requests}

%{num} request

%{num} requests

%{detractors}

%{promoters}

%{visitors}

%{num} unique visitor

%{num} unique visitors

%{num_visits}

people

You responded to 0 messages received in the last %{formatted_points}.

Questions or feedback

The amount of time a user has to wait for a response when contacting support is grouped into 4 grades: messages that get a response in under an hour get an <strong>"A+"</strong> (100), 1-4 hours gets an <strong>"A"</strong> (95), 4-24 hours gets a <strong>"B"</strong> (85), and over 24 hours gets an <strong>"F"</strong> (55). Messages that have not received a response are not included.

Here's the wait time breakdown of the %{message_count} graded from %{start_date} to %{end_date}:

Average grade

Weekdays

Overall, your average grade is <b>%{formatted_score}</b>.

That's <b>%{change}</b> over the previous %{period}.

Your grade for the previous period was <b>%{formatted_previous_score}</b>

Average wait time

On average, <b>users waited %{average}</b> to get a response.

That's <b>%{change}% %{direction}</b> than the %{average} average from the previous %{formatted_points}.

The good news is that <b>averages can be very misleading.</b> Most users waited less than %{time} to receive a response. This is great!

Most users had to wait longer than the %{time} average to receive a response.

During the previous period, users waited, on average, <b>%{previous_average}</b> to get a response.

Average wait time

Weekdays

Distribution of incoming messages

You responded to <b>%{count}</b> received in the last %{formatted_points} (roughly %{rate}/%{granularity}).

That's <b>%{direction} %{change}%</b> over the previous %{formatted_points}.

In the previous period you responded to <b>%{previous_count}</b>.

Here are incoming messages distributed by %{granularity}, segmented by how long users waited for a response:

Weekdays

It's also helpful to see how many messages users typically send on days and hours of the week, and how long they usually have to wait for a response.

In the punchcard chart below, <strong>circle size</strong> indicates the number of messages received and <strong>circle color</strong> indicates the how long users waited to receive a response. Areas with a <strong>blue background</strong> indicate <em>coverage</em> (times when agents are regularly responding to tickets).

Graded messages

Average grade

Average wait time

Hourly averages

Graded messages

Average grade

Average wait time

<b>Coverage:</b> You have an average of %{agent_count} agents with %{response_count} responses on %{day_and_time}.

Awaiting first response

Median open time

Host

Source: %{source}

Include 1 attachment

Include %{count} attachments

Project