The first response time and average response time reports provide a valuable insight into the effectiveness of your chat agents. The report tell you how quickly your agents respond to new chats and how fast they are when replying in ongoing conversations.
How the reports are calculated
To measure the first response time of your agents, we check how much time passes from the first message a customer sends to an agents reply. The automatic greeting that opens up 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.