Understanding handle time and first response time

Solidroad displays two time metrics in conversation details: handle time and

first response time. These values are calculated from the conversation data

available from your connected platform.

First response time

This measures the time between the customer's first message and

the evaluated agent's first reply. However, when Solidroad has a matching assignment or connection timestamp for the evaluated agent, measurement starts from that timestamp instead. For conversations involving multiple agents, this metric uses the evaluated agent's first reply.

Handle time

This represents the duration of the conversation.

- For calls, Solidroad uses the duration reported by the connected platform

when available.

- If no duration is provided, Solidroad uses the call's start and close times.

- For messaging conversations, it measures from the first customer message to

the last agent message.

Why might both values be the same?

For a short conversation containing one customer message and one agent reply,

the first response and the end of the interaction can occur at the same time. In that case, both metrics may display the same value.

Why is a value missing?

A dash means the connected platform did not provide enough duration or

timestamp data for Solidroad to calculate the metric.