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Mix between Engagement Duration and Chat Duration Datasets
Posted Nov 01, 2024
Hello All,
Currently, the two existing “Duration” reports/datasets for chats are Chat Duration and Engagement Duration.
The Chat Duration starts counting down from the moment a customer starts a chat and stops once the last message in the chat is sent.
The Engagement Duration starts counting down from the moment an agent joins until the moment an agent or customer leaves.
While both of these can be useful, I believe the most important data would be a mix of both.
It would be great if there was a dataset that starts counting down from the moment an Agent joints the chat, until the last message sent.
Not only will this provide accurate information for the real chat duration in past reports, but we would also be able to receive Live Data with it.
Currently, only Chat Duration can be seen as Live Data, which is not very helpful, considering that it also includes the time the PL has waited in queue, which is also available as another dataset - “Queue Wait Time”.
Of course we can use the formula “Chat Duration - Queue Wait Time” to get this data but I think it is unnecessary to jump through hoops as this feels like a simple dataset.
Best Regards,
Ivan
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1 comment
Shawna James
Thank you for taking the time to provide us with your feedback. This has been logged for our PM team to review. For others who may be interested in this feature request, please add your support by upvoting this post and/or adding your use case to the comments below. Thank you again!
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