Calculate chat wait time from when customer is at 'waiting for agent' screen instead of when they've selected 'Start Chatting'
Currently customer wait time is calculate from when customer has selected the 'start chatting' button. Depending on their connection and Comm100's time to establish the chat, this results in incorrect wait time and agent response times. Agents are only made aware of a pending chat when the customer reaches the 'waiting for agent' screen so there are 2-5 second dependencies in terms of agent response times.
It would be useful to have both:
- the wait time between customer selecting 'starting chatting' and them reaching the 'waiting for agent' screen. This would provide an idea of average customer connection and average chat establishment time.
- the actual wait time for the customer based on the agent's actual response time after being notified of the chat.
This would help bring attention to any possible chat establishment delays/issues, whilst ensuring agent response time metrics are accurate and not increased by the 2-5 seconds establishment time.
Thank you for you feedback, you are quite observable to find out this detail.
We have confirmed with our development team that the Start Chatting time and the Waiting For Agent time are the same. The reason sometimes they look different is that our Agent Console check visitor side periodically. So when the visitors click start chat, the agents will get the request when next time Agent Console queries visitor side.
The setting is to ensure the chat server performance, if you think this is not convenient for you, you can refer to the KB below to accept chat requests automatically.