💡 This feature is not applicable for voice or phone channel ticket groups
To turn interactions into performance timelines, Surfboard applies an average interaction time (i.e. the average time it takes for an agent to complete each interaction) to each interaction.
What's an interaction?
What's an interaction?
An interaction is:
A comment added to a ticket, e.g. sending a reply, or adding an internal note.
When the status of a ticket changes, e.g. open, on-hold, closed.
The majority of teams will an average conversation time as the input in their ticket groups, i.e. how much time is spent on the entire conversation, sometimes called 'AHT'.
If your ticket group is for a messaging channel, like email or web chat, it's best to enter an alternative average interaction time into the ticket group to enable Surfboard to create more accurate performance timelines.
Go to Forecasts > Ticket groups and select the ticket group you want to edit
Scroll down to the Surfer Performance section and check the checkbox labelled 'Use alternative average interaction time (AIT) for agent performance'
A field will appear to enter your average interaction time. Enter the number here.
What number should I enter here?
If you're already tracking performance, Surfboard will provide this number for you in the Performance reports. Read our guide to find out more
How to find the right AIT to enter
How to find the right AIT to enter
Go to your performance page and select all your teams, or the teams that work on this ticket group.
Select 'week' view
Select 'by activity' in the breakdown table and filter to the relevant activities linked to this ticket group.
Take note of the AIT across the last 4 weeks, depending on your preference.
Create an average of these numbers and enter that in the relevant ticket group.
If you've just joined Surfboard or are creating a brand new ticket group, you'll need to enter an estimation until the system will provide you with the data you need. We recommend starting with 180s.