I want to understand how much time (on average) each Customer Service Agent (CSA) is taking to reply to messages that are sent by a Customer on a single chat.
E.g., "Charles took on average, 22s to reply to Customer messages during chat id: 1224323." Now, there's a catch - my database only contains the following stats:
- Communication ID: unique identifier of a chat contact.
- Creation Date: date when the chat was received (UTC).
- Average Message Response time of Agent in seconds: I.e., Average time the CSA took to reply to the messages sent by the customer on that chat contact.
- Average Message Response time of Customer in seconds: I.e., Average time the Customer took to reply to the messages sent by the CSA on that chat contact.
- Number of messages sent by the CSA: Count of messages sent by CSA during that chat contact.
- Number of messages sent by the Customer: Count of messages sent by Customer during that chat contact.
- Total Handle Time: The total time in seconds that the chat contact lasted.
Instead of having the Average Message Response Time for a single contact, I'd like to somehow aggregate the Average Response Time to the agent level.
I can't do
AVG(Average Message Response time of Customer) because that would be extremely inaccurate (wouldn't it?).
With the information that I have available:
What would be an accurate approximation to quantify the Average Time a CSA is taking to Reply to a Customer?
How can I rank Agents to find out, the Agents that are in the Bottom 20%.
What useful calculations can I perform to understand how each agent compares against the others?
I appreciate your input, if something is unclear or I missed something important, please point it out.