Agent first and last message on chat
Is there a way to create a metric that measures the time between an agent first message on chat and an agent last message on chat in Explore or Insights?
Thanks
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Hi Carl,
In Explore, this is built-in.
Open a new query using the Chat: Engagement dataset
In the Metrics panel, add Duration - Chat engagement (min) > Engagement duration (min)
This will show by default, the average time in minutes from the first agent message to the last agent message.
You can read more about all the metrics and attributes for Chat by searching for the article “Metrics and attributes for Zendesk Chat” on the web.
Now we’ll break that down by individual chats.
In the Rows panel, add these attributes:
Engagement agent > Agent name
Time - Chat started > Chat started - Date
That should give you the kind of report you need. I hope this helps!
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