• Ramin Shokrizadeh

  • 5 de julho de 2016 14:01

  Zendesk Product Manager

  Hi there Michael,

  Thanks for your feedback, it is timely because we are looking into some reporting enhancements this year. Will make sure your feedback gets to the team working on the improvements.

  In terms of what you can do today, you can export the chats from the History tab by filtering for completed chats only. Then, you can use Pivot tables to get the agent name and their average first response time (use first_response_time column).

   

  -Ramin

• Michael Stone

  • 5 de julho de 2016 14:05

  Ramin, thank you so much for the workaround. If you'd like some feedback on Reporting I'd be more than happy to help out.

  -Mike

• Lulwa Jundi

  • 14 de março de 2017 06:42

  @Ramin, could you clarify if Wait Time Served (which is shown on the analytics page) and First response time (from the History tab export) are the same thing?

   

  I was informed by Zendesk Chat support that:

  First response time: It's the time it takes for an agent to respond to an initial chat request from a visitor.

  Wait Time Served: Is the time from when the visitor sends the first message to when the agent joins the chat

   

   

• Brennan Valenzuela

  • 15 de março de 2017 16:01

  I had a long back and forth with this very same question.
  It maps out like this:
  
  Customer requests chat by hitting submit - Timer starts
  Agent clicks orange button, joining chat - Wait time served timer stops
  Agent types out response to customer - First response timer stops
  
  

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