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Response Time Metrics

Response time metrics are useful to measure the responsiveness of your team in responding to customer chat messages. These metrics can be found by selecting Chat Facts data source under Source in a chart visualization

Types of metrics​

The following metrics are available

  • 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

Dimensions / Group By​

The above metrics can be analyzed by the following dimensions

  • User
  • Chat Provider - (WhatsApp / Chat Widget)