What are replies per conversation?
This metric shows how many replies a conversation includes – from either the customer or the agent – before it’s resolved. This metric, along with average resolution time, can show how effective your team is, and indicates how much effort your customers have to put in to get their issue resolved.
A high average number indicates the queries are probably not going to the right person straight away, and indicates a high-effort customer experience.
Customers usually don’t want to waste time going back and forth – they expect the agent to solve their issue quickly. A high number of replies could also mean the agents aren’t properly digging, or are giving incorrect responses that mean customers have to get in contact again.