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Dean

Joined Nov 30, 2021

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Last activity Nov 30, 2021

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Dean commented,

CommentBuilding reports

Hi,

We are trying to report on agents' first response time, however, we have found out that the Agent's Waiting time (Agent's Engagements first response time) within the Chats transferred from Bot to the Agent are calculated from the visitor's first message after the transfer and the agent's first response to that message. I wonder if there is any way to count the time between the transfer and the Agents' first response after the transfer (to be more specific, Bot's last response and agent's first message).

Thanks!

View comment · Posted Nov 30, 2021 · Dean

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