Answered

When reporting on agent response time, when does the clock start?

  • 30 March 2021
  • 4 replies
  • 38 views

For agent response time, is the clock started before or after the customer completes qualifications for the bot like email and phone number?

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Best answer by Eric Fitz 1 April 2021, 10:51

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4 replies

Userlevel 1

Hey @shane f​, for agent response time, the "clock is started" once a customer has completed your defined bot flow and the conversation has been assigned to a team or teammate inbox (or your Unassigned inbox) from the bot inbox.

Great, thanks Eric

So median first response time does not take into account 'business hours' in Intercom?

 

Ex: A ticket is opened at 2am and gets assigned to a team or inbox within minutes, you start counting response time from 2am but our team only starts at 9am

Userlevel 1

That's entirely up to you, @james s11​! When you've set your office hours in your Messenger settings, you can also select to only calculate your reports within office hours, excluding any time outside these.Screen Shot 2021-06-15 at 12.53.24

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