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First and average response time

by Jacob Firuta

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.

First response time report

To get this information, you simply need to log in to LiveChat. The first response time and average response time reports are available in the Reports section.

These reports are available for the Business plan users.

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.

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