Tip: How to Calculate a Less Wrong Missed Chat Wait Time
The Chat Wait Time metric incorrectly calculates the wait time a chatter spent waiting in chat for Missed chats.
This means it returns the amount of time from the last message sent, to leaving the chat, instead of the actual duration of the wait the chatter waited. I found chats were this could be off by 20 minutes or more as result, which can lead to goofy, impossible metrics.
To calculate a more accurate time, you can add the Chat Duration, to the No Reply Time. This gets you the amount of time the chatter was present from the first message sent, to the last message, plus the amount of time from the last message sent, to ending the chat. This still does not count the amount of time the person spent in chat before sending a first message, I'm afraid, so if you do not have "require question" turned on for your chat widget, this won't account for the time they spent from joining the chat, until their first message. (if you do have it on, hurray, that question pops up as a first message immediately, so you're good to go!)
Here's how that formula looks for me, I don't know if the +0's actually help when the value is null or not, but it can't hurt:
((SUM(Chat duration (sec))+0)+(SUM(Chat no reply time (sec))+0))
This returns a much more accurate Missed Chat Wait Time. If you want it to return the duration for regular chats too, you need to add in a little extra:
IF [Chat completion]="Missed" THEN
((SUM(Chat duration (sec))+0)+(SUM(Chat no reply time (sec))+0))
ELSE
VALUE(Chat first reply time (sec))
ENDIF
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Thanks, CJ!
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CJ Johnson , does this calculation work for messenger as well? As of right now, we have little to no data on messenger metrics.
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