I have a bot that transfers chats to my agents. How does this impact the Engagement first reply time calculation?
When a bot transfers a chat the Engagement first reply time metric is calculated differently than it is when using assignment or broadcast routing. In a bot transfer, the metric calculates the time in seconds between the visitor's first message after the transfer and the agent's first response to that message.
For more information on how Chat metrics are calculated in Explore, see the article: Metrics and attributes for Zendesk Chat