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Monitor client waiting time in chat session in Real Time

edited Jul 4, 2017 9:04PM in Reporting & Analytics for B2C Service 3 comments

Content

Hi,

We know that there are some configuration verbs (FIRST_WARNING_TM / SECOND_WARNING_TM) that flags the agent workspace of an active chat session in yellow/red when certain time has passed after a client answered something .

We want a report that shows in real time that "client waiting time after their answer". I thought it should appear in some standard report, because client waiting time is really basic, but so far I coudn't find it. I did find a report that flags the exception, but since it uses "chat" and "chat_events" tables, it is not in real time, user have to constantly refresh the report in order the report (& exception) to process. Also, I did find a report in real time (using "chat_rt" table), but it only shows the "client waiting time IN QUEUE" (before it

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