Need Chat Agent Response Time on report
Content
Hi there!
We use chat extensively and we us the auto-response to say,"Thank you for using Live Chat. This is Corine, how may I help you?"
I need a way to find out how long it takes our chat agents to physically respond to the customer (not including the auto-response).
We tried First Engaged, but it is including the auto response. We also tried Initial Wait time, but again --- auto response. I have also tried the Chat Summary Charts report from the Analytics cookbook. We have contacted Oracle who confirmed there is not an "out of the box" report that gives that information. Oracle does capture the information, as it shows in the chat transcript below. See Line 2 when Rosie chats the customer Christine. This is a common metric that the contact center industry measures and it seems we should be able to get this.