In the Agent Workspace, since chats are appending as a private note once it is complete, our SLAs for chat are completely incorrect (since first response time is measured by the first public agent comment). Therefore it's not possible to get a single view of chat and email SLAs.
Instead, we have to pull email first response time from the Support database and Chat first response time from the Chat database, ultimately meaning we have to build different queries and combine in a dashboard. For those of us that use third-party reporting it means another data connection and complex queries to join both.
Please sign in to leave a comment.