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#1 2020-01-28 07:14:49

manoj1440
Member
Registered: 2019-03-29
Posts: 8

Calculate Average chat response time

Hi,

How i can Calculate Average chat response time in live helper chat ,
It is not available in statistics

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#2 2020-01-28 07:29:35

PeopleInside
Administrator
From: Italy
Registered: 2014-04-10
Posts: 3,586
Website

Re: Calculate Average chat response time

Hi manoj1440, thank you for your question!
If you go on the statistics page you can find "Average wait time in seconds (maximum of 10 minutes)" as show below
1580196571_average_wait_time_in_seconda.jpg


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#3 2020-02-04 10:07:47

manoj1440
Member
Registered: 2019-03-29
Posts: 8

Re: Calculate Average chat response time

This is Avg Wait time for a chat , But i want the Avg response time of a chat

Example 1: Customer first reached out via chat at 09:30 am, Agent A sent the first reply at 9:55 am. This being said, Total time passed for this case is 25min which is 0.416 in decimal. Putting this into the formula we get: 0.416/1 = 0.416 (25min) - Average Chats Response Time

Example 2. How we calculate the response timesTo measure the first response time of your agents, we check how much time passes from the first message a customer sends to the agent's reply. The automatic greeting that starts the conversation is not included in these statistics.The average response time report is very similar. It shows the data about response times for all messages sent by agents.

Last edited by PeopleInside (2020-02-04 10:09:33)

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#4 2020-02-04 10:14:08

PeopleInside
Administrator
From: Italy
Registered: 2014-04-10
Posts: 3,586
Website

Re: Calculate Average chat response time

Hi manoj1440, thanks for the update.
This sound to be like an issue or a feature request so please open an issue on GitHub with a description of how it works now and how should work.

Please add also the link to the forum discussion.
You can open an issue here: https://github.com/LiveHelperChat/livehelperchat/issues

Thank you!


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#5 2020-02-04 10:21:47

PeopleInside
Administrator
From: Italy
Registered: 2014-04-10
Posts: 3,586
Website

Re: Calculate Average chat response time

"Average wait time in seconds" this one measure how long chat was waiting in pending state before chat was accepted by operator so it should be similar to time when operator wrote his first response.

This his statistic will not be done as it's overkill...As this one already measures similar thing.
If you want this statistic it's additional development and if he willing to have it paid to be developed this can be done.


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