We have a third-party chatbot with the following setup:
- It has its own department
- In a handover event, it transfers the chat to a human group
- It does not leave the chat until an agent has accepted the chat
To our knowledge, we have no option in Explore to measure the time between these events:
- Last message from chatbot
- First message from agent
We would like to understand the wait time in between these events. Using Engagement first reply time doesn't give any insight into the amount of time a customer waited in queue.
Is there something we're missing here, or potential this measurement could be included in Explore?