Transferred Chats - First Response Time
Hi,
Hoping someone might be able to help me here.
We've recently introduced chatbots within a department. When these can no longer support the customer they're transferred to another department to reach an agent.
Subsequently, the chatbot has a "first response time" and "wait time to served", but the agent and their department don't. My first thoughts on a custom metric were below but it's still pulling the chatbot response time even when I filter out the chatbot engagement departments and chatbot agents:
SELECT AVG(Chat First Response Time) BY Chat Id WHERE Engagement Accepted = t
Does anyone have any ideas on how I can improve this?
TIA
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Hi Lauren -
I see that this is posted in the Insights Q&A topic, but also know that most people are starting to shift to using Explore for their reporting. Can you confirm which reporting tool you are trying to set this metric up in?
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