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What is the average wait time for a chat?

Accepted answer
edited Jan 6, 2017 4:16PM in Communication Channels 2 comments


Does anyone know the acceptable wait time for a chat? Or the industry standard for chat wait time?

We are a Membership based industry who work directly with members and customers who subscribe to products and services.

We are interested in knowing what the industry standard is for the following;

Chat wait time to receive a chat and start engagement - once the chat is introduced how long before an agent accepts
Chat average handle time  - how long is an acceptable engagement 6min, 10min etc...
Chat svc level 
Chat response time - when an agent is responding to a chat and activity engaged

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