Hoping someone might be able to help me here.
We've recently introduced chatbots within a department. When these can no longer support the customer they're transferred to another department to reach an agent.
Subsequently, the chatbot has a "first response time" and "wait time to served", but the agent and their department don't. My first thoughts on a custom metric were below but it's still pulling the chatbot response time even when I filter out the chatbot engagement departments and chatbot agents:
Does anyone have any ideas on how I can improve this?
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