A summary of the session for each and every chat is logged in the Resolve tab of the Live Chat dashboard.
How is this useful?
This enables easy access to the chat handling time summary without having to open each and every chat.
How does this work?
When you hover over the user’s chat under the ‘Resolved’ tab, you will see three metrics.
Join Queue – The time the user started the live chat, and the duration of the wait before an agent attends to them i.e. user’s waiting time
Start Resolve – The time the agent joined the chat, and the duration the live chat remained open before it was resolved. i.e. agent’s resolution time
End Resolve – Total duration of the chat. Wait Time + Resolution Time