Measuring End-User Response Time in Chat


  • Ralph Santos

    Hi, I just want to know if there's a way wherein we can exclude the Wait time of the Customer in Chat Queue to agent response time in Chat? I've noticed that the wait time of the customer in Queue is also included in agent's ave. response time. Thank you.

  • Dave Dyson
    HI Ralph, and welcome to the community! I don't think we provide a way to break that out. Can you provide some additional information about your use case, using this template? Thanks!

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