You're almost there! Please answer a few more questions for access to the Applications content. Complete registration
Interested in joining? Complete your registration by providing Areas of Interest here. Register

Need Chat Agent Response Time on report

edited Jun 13, 2017 6:44PM in Reporting & Analytics for B2C Service 4 comments

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.

Howdy, Stranger!

Log In

To view full details, sign in.

Register

Don't have an account? Click here to get started!