Snooze time report

Question

I need to know how the use of snooze has impacted my average resolution time, specifically the additional time it has added (the time the chat was in Snooze) from the moment an agent was assigned until the closure.What is the best way to create a report that provides me with this information? I couldn't find a filter that gives me the average snooze time in conversations. To be more specific, I need to know how long my resolutions would take without the snoozes.And if possible, I would like to know the total time spent in snooze.

Ebenezer.Laleye · Accepted Answer

Hi @Bruno Martins! Ebenezer here from Engineering Support👋.It seems there isn't a direct method provided for generating a report specifically for snooze time in conversations.But this is a great idea, I would love to bring this to our R&D team and see if this is something we can implement.🙏

Nathan Sudds · Answer

Commenting as an upvote, very curious about snooze impacts and benefits! I see snooze as a very powerful tool but always interesting to see the impact on other factors.

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