Duration of conversations
🔒Included in ALCMEON CARE ESSENTIAL, ALCMEON CARE ENTERPRISE
This is to measure the average time it takes for a conversation to be completed.
The customer's last message in the conversation is excluded from the calculation to avoid artificially extending this "conversation duration" metric in the case of customers thanking the advisor several days later.
Definition of Conversation Duration
Within a conversation, the time between the customer's first message and the last response from a bot or advisor. Only closed conversations (i.e., 96 hours after the customer's last message) are taken into account.
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