the counting of response time begins from the moment when the customer comes on chat.

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  • Ramin Shokrizadeh
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    Hi Ketie,

    How would you calculate First Response Time then? What are you trying to figure out? Maybe the data exists already, just don't know where it is located.

    Thanks,

    Ramin

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  • katie
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    I really know what is response time, and how it count.


    The response time increased after than, agents have begun to pick up in the chat later (because a lot of expected). 

    The daily average response time don't match , the time which I see after open the conversation.  Agents answer the question about 10-15 seconds, in all chat (I checked it out, all day long). 

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  • Lauren Williams
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    Hello, not sure if it's the best thing to do in re-opening this but I think my query maybe similar...

    Agent's average response times are inclusive of any potential wait times (right?). If so, we'd really like to be able to remove that wait time to provide us with a more realistic time in which the agent is dealing with each message, and the chat in general. We're aware that taking away the agents first response time from chat duration, gives a more realistic chat duration. In a similar fashion is there anyway a more realistic response time can be calculated? 

    If not, is it something you find requested frequently so would there be any likelihood of it appearing on your roadmap?

    I'm not sure whether the upcoming release of chat data into insights in a few weeks will help us here (if there's no way of hacking the fundamental calculation as such).

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  • Ramin Shokrizadeh
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    Hi Lauren,

    Thanks for sharing your feedback. Currently, there is no response/duration field that looks at time from the agent's first reply to the end of the chat session. Like you mentioned, the best way to get this number is subtract first response time from the duration value for the chat history CSV file.

    The Chat in Insights feature being built is relying on the existing data available, so this metric would not be there either.

    Thanks,

    Ramin

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