🔒Included in ALCMEON CARE ESSENTIAL, ALCMEON CARE ENTERPRISE

Processing time is a measure of how quickly advisors process a message. This time starts when they assign a message to themselves and stops for one of the following actions:

• Answer
• Ask for help
• Respond to a request for help
• Archive

We always talk about "Processing time for the Response action", "Processing time for the Archive action", etc. but never about processing time only.

It is therefore a question of measuring not only the speed of advisors, but also the performance of the tools external to Alcmeon that they use, such as knowledge base tools, single customer repository, CRM, order or delivery management, etc. Indeed, an "omniscient" advisor who would only have to enter his response to the customer would have a processing time of a few seconds. This is rarely the case, because he generally has to look for the answer in other tools, and the observed times are rather of the order of a few minutes on average.

This delay is calculated for each message that has received one of the 4 processing actions above.

Several metrics are available for Alcméon regarding processing times:

• processing time per message
• processing time per conversation
• processing time per message with AI
• processing time per conversation with AI

Processing time per message or conversation

In the example above, agents perform processing actions on the same customer message. For each action, “request help,” then “respond to a help request,” and finally “reply,” a processing time is calculated.

Processing time with AI

Message response time analyses with and without AI compare the average response time when an advisor uses or does not use AI.ssistant to compose a response.

The main indicators on this page are:

• Response without AI.ssistant
• Response with AI.ssistant (the advisor asked for a suggestion), including:
  • Response with original AI suggestion (advisor sends AI suggestion without modification)
  • Response with modified AI.ssistant suggestion (the advisor modifies the AI suggestion before sending it)
  • Response with AI.ssistant suggestion rejected (the advisor indicates that the suggestion does not satisfy him and writes his own response)

You can click on each timeframe to see the details of the messages used to construct this average.

You can also export this information to compare the suggestion proposed by the AI and the response finally sent to the customer.

Note: A change can be slight (adding an introductory or concluding sentence) or very significant (rewording the entire suggestion).