Inaccuracy of Chat Duration
Understood that the chat session ends only when visitor leaves the chat, not the agent.
But when the visitor sends another message sometime later after agent has left, the chat resumed. The Chat Duration resumed as well.
This 'extended' chat duration has been inaccurately computed in the Chat Duration reports.
Moreover, the latest message sent by visitor came in as a new chat waiting to be picked up. Any agent who answered this so-call 'new' chat will have no idea on the chat history as it is a new chat.
It doesn't serve the purpose when agent left but the session still continues at visitors end.
I would suggest:
To end the session when agent leaves.
If visitor has more questions, he/she can request a for new chat.
This will improve:
Chat Duration report reliability.
Improve visitor's experience.
Minimize confusion among agents.
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Hi NTUC Membership,
Thank you for taking the time to post your feedback. I'm glad that your taking advantage of the chat reports and a bit disappointed to know that the chat duration is not providing the metrics you require. Might I know how you are currently accounting for these types of chats now?
-- James Peterson
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We are facing the exact issue as the OP. If the customer walks away or forgets to "Options > End Chat", the whole duration is calculated as the handling time, which is impacting our metrics as well as the agent performance. There should be a way to calculate only the actual chat duration, or force end the chat completely (and the user can initiate a new chat).
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+ 1
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Hi Team,
My team has been doing some deep diving on our agent's AHT reports and we're making some manual calculations on the agent's chat duration and total chats to see if we are getting a tally reporting. We are having issues in the chat duration aspect and I came across this article. Just wondering if this issue has been resolved? As I've checked, it seems that the chat duration data is still inaccurate. And alos, based on a sample chat from one of our agents (find SS below) it seems that the issue raised above regarding the ended chat duration is still existing.
Do we have an update regarding this?
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