Managing Time to First Response (TTFR) Metrics in Khoros

Information

Issue: TTFR metrics starting for posts in the pending queue, affecting agent performance metrics.

Cause: Khoros system design starts TTFR as soon as a post is received, regardless of its status in the agent's queue.

Resolution Steps:

1. Understand TTFR Calculation:
   • TTFR begins counting the moment a post (public or private) is received by the system.
   • This metric reflects total elapsed time from the customer's perspective, not the agent's workflow state.
2. Review Team Settings:
   • Navigate to your team settings in the Khoros platform.
   • Check the current configuration for the number of simultaneous conversations assigned to an agent.
3. Adjust Simultaneous Conversation Limit:
   • Reduce the number of conversations that can be assigned to an agent at one time.
   • This helps manage agent workload and ensures more accurate TTFR metrics.
4. Monitor and Validate:
   • After making changes, monitor the TTFR metrics to ensure they align with expected performance.
   • Confirm that agents are able to manage their queues effectively without impacting TTFR.

Note: If high volume persists and agents are saturated, TTFR will still count down as it is always from the customer's perspective. Consider additional staffing or workflow adjustments if necessary.