What's the difference between 'First Response Time' and ' Wait Time (Serve)' for Chats?

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  • Nicole S. - Community Manager
    Zendesk Community Team

    Hi Jordan -

    Apologies for the delayed response.

    'Wait Time (Serve)' indicates the time from the chat being initiated until an agent takes the chat, whereas 'First Response Time' refers to the first time an agent makes a comment.

    In many cases, these numbers will be very close, as most people accept the chat and then immediately respond. But the difference between them would help you be able to see if an agent is accepting a chat and then delaying a significant amount of time before engaging with the customer.

    We'll see about clarifying this in the documentation.

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