calculate time to response in lotus notes messages

Question

We are working with Lotus Notes in a Help Desk team and would be useful to know how much time we take to respond a message. Is there some way to achieve this?

Answer 1

You can use the software called http://timetoreply.com which measures how quickly companies respond to online enquiries. You can measure email reply time using this software and its free.

Answer 2

The problem with the suggested approaches, is that they only measure the amount of time until someone begins to compose a response -- not the time until the response is sent. This, you could determine by forcing the replies to automatically save so that an agent could go through later to compare the received of original messages with the sent of the replies.

HOWEVER! As an occasional user of support services, I really don't want support staff measured on how quickly they respond. That's not a true measure of customer perceived value. I would instead want my support staff measured on how long it is before the customer feels their problem has been solved. Quality of service comes about from taking the trouble to understand the customer's question and carefully address their needs -- not from churning out reply emails at the fastest possible pace, which is what the proposed measurement would encourage.

I don't want a tech scored higher for replying immediately with a stupid non-answer, then replying immediately to my irritated request that they read the question, with another non-answer, than a tech who takes twice as long to send the original reply, but that reply answers my question. See?

Answer 3

Try creating a field that will record timestamp when the mail was replied to, ie. when user clicks on reply button, set the field's value to current time, then do the calculation of time passed between @created and that timestamp.

Answer 4

Yes of course there is. If you have a current mail template, then responding to a mail sets a flag in the document. That changes the @Modified timestamp of the document. A view with a column that calculates @Modified - @Created could already be a good start. Of course you can add any level of complexity to this by using LotusScript or Formula agents to analyze your data or to add own flags, etc...