Explore Chat Metrics - Individual Agent Reporting

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1 Comments

  • Official comment
    Taylor Bowser
    Zendesk Customer Advocate

    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! 

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