Agent time to respond per message
For Web Chat 1.0 only.
This data export field displays the average time for agents to respond to guest messages in a web chat session.
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 |
None |
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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 an average duration of 12 seconds to respond to messages from the guest.
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Agent time to respond per message |
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10/08/2018 12:39 |
I |
Jake |
00:35 |
00:12 |
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. The value of 00:12 (rounded to the nearest second) is obtained by dividing 00:35 by 3.