⏱️ Response Time Metrics in Chakra

Response time metrics help you track how quickly your team responds to customer chats—crucial for maintaining high customer satisfaction.

To access these metrics:

1. Create or edit a chart visualization
2. Under Source, select Chat Facts

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📊 Available Metrics

These metrics give you detailed insights into both average and percentile-based response times:

• Avg. Response Time
• Avg. First Response Time
• First Response Time – 99 Percentile
• First Response Time – 95 Percentile
• First Response Time – 90 Percentile
• Response Time – 99 Percentile
• Response Time – 95 Percentile
• Response Time – 90 Percentile

💡 Use percentile metrics to understand your best and worst response time ranges, not just the average.

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📁 Dimensions / Group By Options

You can analyze these metrics by grouping them with the following dimensions:

• User – View response times per support team member
• Chat Provider – Filter by platform:
  • WhatsApp
  • Chat Widget

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Use these powerful metrics to optimize team performance, identify bottlenecks, and ensure your customers always get timely responses.