📈 New in Reports: Assigned First Response Time metric & channel insights

Have you already checked our previous news about the React Native widget component? Check and then come back, cuz we have more – this time we added AFRT (Assigned First Response Time) metric and overall improved Reports! 

What’s new?

We added a separate metric, Assigned First Response Time (AFRT), to the reports. 

Unlike FRT, which measures the time to first reply from the moment a new chat is created, AFRT measures it from the moment the chat is assigned to a specific agent. This gives a more accurate picture of how long it actually takes an agent to respond after the chat lands in their queue, not from the moment the chat appears in the system.

AFRT is especially useful for teams that use Assignment Rules or a Chatbot to assign chats automatically to agents.

How does it work?

As we have already noted, the AFRT metric measures the time it takes for an agent to reply to a chat after it has been assigned directly to them. 

Crucially, AFRT is recorded only once for each agent per chat, regardless of subsequent assignments.

Key rules

• Start point: The timer for AFRT starts when the chat is assigned to an agent.
• Counting rule: AFRT is counted only once per agent per chat.
• End point: The metric is recorded when the assigned agent sends their first reply.

Example scenario

1. Agent 1 replies for the first time in the chat. AFRT is recorded for Agent 1.
2. The chat is assigned to a department / to Agent 1.
3. Agent 1 replies for the second time in the chat. AFRT is NOT recorded for Agent 1 (already counted on Step 1).
4. Agent 2 replies for the first time in the chat. AFRT is recorded for Agent 2.
5. The chat is assigned to a department / to Agent 3.
6. Agent 3 replies for the first time in the chat. AFRT is recorded for Agent 3.
7. The chat is assigned directly to Agent 3.
8. Agent 3 replies for the second time in the chat. AFRT is NOT recorded for Agent 3 (already counted on Step 6).

How else have we improved Reports?

In the Team members and Departments exported report files (CSV/XLSX), the old Widget/APP field has been replaced with three new fields: Channel ID, Channel Name, and Channel Type. 

This gives you clear visibility into where each chat originated – web, iOS, Android, Facebook, Instagram, Telegram, Viber, or WhatsApp. Previously, only the ID was shown, which wasn’t informative enough.

We also made about a dozen different small improvements to optimize report export, such as refactoring export generation logic by moving to an async approach, and others.

What else is new?

🆕 Inbox Update: We’ve introduced the new Copy chat link and Copy chat ID options within the chat actions menu. This provides your team with a faster, more convenient way to reference and share specific conversations internally.

Ready to try it out? Log in to HelpCrunch and experience these updates!