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First reply time being triggered on ended Chats
Beantwortet
Gepostet 27. Okt. 2021
We have just migrated to Agent Workspaces and we have noticed our SLA metrics drop significantly. In going through the events tab on conversations, it seems that when a Conversation is ended, the Conversation log is being dropped in the ticket as a public comment from the requestor when it's being sent to them, rather than the system, which is triggering the SLA - first reply time.
Typcially we don't reply back to the customer via email if we are able to solve the Chat. Is this expected behavior? I don't want to exclude the Chat channel from our SLA metrics in case they need to channel switch to email. Would someone please help me with this!?
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1 Kommentar
Marco
Thanks for reaching out to us! My name is Marco and I'll be looking into this for you.
I understand what you mean. FRT should not be counting for such tickets where the concern of the customer has been resolved within the chat. Let me review this further for you. Could you provide at least one sample ticket where FRT was taken into account despite it being resolved in the chat?
Looking forward to your response. Let us know if you have any questions.
Regards,
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