Utterance Interval Metrics

Deskroom now provides metrics for the utterance interval between customers and agents.

Now, from intake to assignment, closing, and resolution, you can grasp the support flow in fine-grained time units. Beyond just the response time, you can check the utterance interval between the customer and the agent for more precise analysis.

Why we made this

To analyze the customer experience in more detail, you need to break down and examine the entire support process.

In particular, metrics such as the time it takes for an agent to respond after a customer speaks, and the time it takes for a customer to react again after an agent speaks, are closely tied to customer satisfaction. Also, by looking separately at the time for each stage—intake → assignment → first response → closing → resolution—you can easily find bottlenecks.

Deskroom provides these basic metrics in more detail so you can measure this flow precisely.

Examples of use

Analyzing customer response wait time

• You can see how quickly an agent responded after a customer left a question. Using this time as a basis, you can quantify the productivity of your support center.

Checking customer reactions after an agent's response

• You can measure how quickly a customer reacted after an agent replied. If customers often drop off mid-conversation, you can consider ways to keep them from leaving the support window.

Analyzing the time across the entire process

• By checking the time spent at each stage—intake, assignment, first response, closing, and resolution—you can identify bottlenecks in the support flow.

How to use

On the ticket detail screen, click the [View details] button to see all the basic metrics. Each metric is calculated precisely based on timestamps and is provided automatically with no separate setup.

Now understand support as a flow, not just as numbers.