Agent time to first message

Agent Time to First Message

For Web Chat 1.0 only.

This data export field displays the elapsed time from the start of the web chat conversation to an agent's first message transmission.

The field value is written to the inbound leg of all web chat sessions.

Format

By clicking the current duration format, you can select another format, which may be more appropriate for your report.

The 'Seconds' format shows decimal places; the 'Seconds (Integer)' format does not.

Example

This data export report shows a web chat session where the agent sent his first message 10 seconds after the session started.

Call Date/Time	Call Direction	Originating address	Destination address	Subject	Agent time to first message
10/08/2018 12:39	I	Jake	Monumental Enquiries	Holidays	00:10

The example above relates to this web chat conversation (the chat was transferred from agent Baz to agent Craig):

The session started at 12:39:28 and agent Baz sent his first message at 12:39:38.

Filter

Filter by using any of the following relational operators on your chosen value(s):

Equal to	Greater than	Less than
Not equal to	Greater than or equal to	Less than or equal to