Transferred Chats - First Response Time

3 Comments

  • Nicole S.
    Zendesk Community Team

    Hi Lauren - 

    I see that this is posted in the Insights Q&A topic, but also know that most people are starting to shift to using Explore for their reporting. Can you confirm which reporting tool you are trying to set this metric up in? 

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  • Lauren Williams

    Hi Nicole, I have been working between the 2, to be honest, to see what would give me the quickest answer. 

    Looking at Explore I can see it gives me Engagement First Reply time however I'm looking for the point where the chat entered the second department to the time the agent first replied. 

     

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  • Sarah P

    Hi, i would be interested in that topic too.

     

    Thanks,

    0

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