This section explains how performance reports are measured, helping you gain a clearer understanding of your team’s activity and results.
First Response Time
The First Response Time metric in Callbell measures how long a customer waits to receive the first human reply of the day in a conversation. Only that initial human response is considered - any messages sent afterward within the same conversation are not included in this metric. Also, the conversation status (open/closed) does not affect the calculation.
For example, if a customer sends a message on Sunday at 10:00 PM and a human agent replies on Monday at 9:00 AM, the response time is 11 hours. This is why first response times are often longer on weekends or outside working hours, when agents are typically unavailable.
If a bot is active, the timer only starts counting after the bot flow ends - when the conversation is waiting for a human reply. This ensures the metric reflects only the time the customer is actually waiting for a person to respond.
Response Time
The Response Time measures the average time your customers wait for replies from a human agent - not just the first response, but all responses within a conversation. It reflects the ongoing responsiveness of your team throughout the entire interaction.
For example, if a customer waits 3 hours for the first reply and then waits 1 hour for a second reply, the response time would be calculated as the average of those two waits, resulting in a response time of 2 hours. This metric gives you a broader view of how consistently your team maintains timely communication, beyond just the initial response.
Closing Time
Closing Time measures the average duration between when a conversation is opened and when it is closed. This metric helps you understand how long it typically takes your team to close a chat.
It includes the entire lifecycle of the conversation - from the moment it's open until an agent marks it as closed. Closing Time reflects how efficiently your team is managing and completing conversations, regardless of how many messages were exchanged or how long customers waited between replies.
Just like First Response Time and Response Time, Closing Time can be higher during periods when no agents are available, such as nights, weekends, or holidays. In these cases, conversations remain open longer simply because no one is there to close them.
Agent and team performance tables
These two tables provide a detailed overview of how your team is performing, either per agent or team. They include key metrics that help you evaluate productivity, responsiveness, and workload.
Each table contains the following columns:
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New Chats: Number of new conversations started or received.
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Active Chats: Number of conversations with at least one message exchanged per day.
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Closed Chats: Number of times the agent closed a chat (a single chat can be closed several times).
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Messages Sent: Total messages sent.
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Messages Received: Total messages received.
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First Response Time: Average time to send the first human reply of the day.
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Response Time: Average time taken to reply across all interactions.
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Closing Time: Average duration from chat opening to closure.
The Agent Performance Table breaks these metrics down per individual agent, while the Team Performance Table shows the same data aggregated by team. Both tables are sorted by default based on the highest number of new chats, making it easy to identify who - or which team - is handling the most conversations. These insights are valuable for comparing performance, optimizing workflows, and identifying where support or recognition is needed.