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Measure now the human agents first response time when using AI

New release is live! Measure now the First Human Reply Time Post-Escalation by AI.

Why
It was impossible to accurately measure agents’ First Response Time (FRT) after an AI escalation, because the existing metric combined AI + human replies.

What’s new

We’ve added two new metrics:

  • `first_human_reply_time_with_business_hours`
  • `first_human_reply_time_without_business_hours`

How to use it

Go to https://app.trengo.com/reports/ticket_insights and select the new columns above.

Definition

Both metrics measure the time to the first human response after an AI escalation.

Any autopilot / AI handling before the escalation is excluded.

Note

These metrics are not retroactive and apply only to new data going forward.

Like this update? Let the team know so they get even more motivated to bring more awesome updates to you.
Measure now the human agents first response time when using AI screenshot 1