I need to measure First Reply Time for chatbot engagements that are transferred to agents as a live chat. More specifically, the time between the transfer to a live agent and the live agent's first response.
Even when I know these transfers are being picked up immediately by my agents (within seconds), Explore is reporting the First Reply Time in tens or hundreds of minutes. I've tried filtering by business hours, days of the week, hours of the day, etc. I am not getting accurate data.
Why isn't First Reply Time for live messaging engagements measured the same way chat is measured? Please help me understand.
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