Explore Chat Metrics - Individual Agent Reporting

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  • Official comment
    Taylor Bowser
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    Hi Victoria! Luckily, we just rolled out an update that means the Engagement First Response Time and Engagement Duration will track timing that begins when agent engagement starts. Prior to that date, timing began when the chat started. You can learn more about these metrics here! Specifically, you're looking for these: 

     

    Hope that helps! 

  • Brett - Community Manager
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    Explore Recipes AMA has ended and comments have now been closed. If you have any Explore recipe related questions, you can create a new post in our Explore - Troubleshooting and Q&A topic!

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