Agent Time to Respond
For Web Chat 1.0 only.
This data export field displays the sum total of the durations between each message to agents and the agents' responses to the most recent message from the guest.
See also, Web Chat Duration Chart.
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Historical Data Source |
CONTACT Data Records |
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Category |
Web Chat |
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Channels |
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Size (bytes) |
8 |
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Filter |
Agent Time to Respond |
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Dimension |
None |
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.
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The 'Seconds' format shows decimal places; the 'Seconds (Integer)' format does not. |
Example
This data export report shows a web chat session where the agents took a total duration of 35 seconds to respond to messages from the guest.
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Agent time to respond |
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10/08/2018 12:39 |
I |
Jake |
Holidays |
00:35 |
The example above relates to this web chat conversation (the chat was transferred from agent Baz to agent Craig):
Baz's first response to the guest's first message sent at 12:39:28 when the session started was 10 seconds; the second response (to Jake's message sent at 12:40:19) was 15 seconds; the third response (to Jake's message sent at 12:46:06) was 10 seconds. These add up to 35 seconds.
Filter
Filter by using any of the following relational operators on your chosen value(s):
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Equal to |
Greater than |
Less than |
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Not equal to |
Greater than or equal to |
Less than or equal to |