How long did the customer wait?
Look at the wait for a useful response, not only an automatic acknowledgment. Segment the result by channel and business hours. A live chat and an overnight email have different expectations, and an overall average can conceal either one.
Was the request actually resolved?
Review what was completed and whether the customer had a usable next step. Break out pending dependencies such as a carrier response or an account review. Marking a conversation resolved is a workflow action, not proof that the underlying problem disappeared.
Did the customer need to ask again?
Look for repeated requests about the same issue across connected channels. Review why the earlier answer failed: missing detail, an unclear promise or an action nobody owned. Use the findings to improve knowledge and routing.
Was the handoff useful?
A receiving employee should understand the request, what has already been tried and what they need to do. Review handoffs from AI and between people. Use these checks alongside customer feedback rather than treating any single metric as a verdict.
Keep going
Put the next step into practice, or ask us about your setup.