🔹 What is processing time?
Processing time is the average time (in hours) between:
the creation of a dissatisfaction case
and its resolution
👉 Only dissatisfaction cases marked as processed via a call summary, message reply, or closure are included in this calculation.
⚠️ Dissatisfaction cases that are still to be processed, or archived (by WizVille because they are too old) are not included in the processing‑time calculation.
🔹 How is the share of reviews processed calculated?
Share of reviews processed = (dissatisfaction cases processed via call summary + message reply + closure + archived) ÷ all dissatisfaction cases received
👉 Archived dissatisfaction cases (by WizVille because they are too old) are counted in the share of reviews processed, but do not affect the average processing time.
🔹 Over what period are the indicators calculated?
All metrics are calculated only on dissatisfaction cases created within the selected period.
👉 Example: if you select January, only dissatisfaction cases created in January will be taken into account.
👉 If a dissatisfaction case was created in January but processed in February, it is included in January for both the processing time and the share of reviews processed.