Self-service support funnel
Self-service resolved sessions
How are self-service metrics calculated?
428
37
Resolved by self-service
Served by a teammate after self-service
Self-service resolution rates
Self-service resolution rate ?
62%
4.8%
Article resolution rate ?
41%
2.3%
Automated resolution rate ?
27%
1.1%
Served by a teammate after self-service
118
6
Conversation ratings
Median first response time
1m 12s
9s
Median time to close
24m 08s
—
Served by a teammate from the start
312
24
Conversation ratings
Median first response time
2m 05s
14s
Median time to close
41m 30s
3m 06s
Reports are shown in Lisbon time (GMT+0).