Live Data for Average First Response Time
We want to know the Average first response time on Chats / Messaging. We can do this on explore but their is a 2 hour delay. We want this live figure so it updates through out the day and can see the daily progress in real time.
ASA (Average Seconds to answer) is important to seeing how our desk is performing and is a key metric when displaying live call information.
However we are unable to get this figure with Chat / Messaging
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Hi Richard,
Historical dashboards on Explore refresh every 2 hours. With an Explore Enterprise license, you can access live dashboards. Here is an article detailing the list of metrics currently available across all channels.
Average first response time on our live dashboards is not available on Explore for either Chat or Messaging, but we have plans to include this metric in Explore next year. Average reply time, however, is currently available for on Chat only; we will be adding more metrics in Explore for Messaging next year.
Hope this helps!
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