Customer Wait Time - Messaging | The place for Zendesk users to come together and share
Skip to main content
N
Nick12
May 6, 2021
Question

Customer Wait Time - Messaging

  • May 6, 2021
  • 3 replies
  • 41 views

There is no way to report on how long a customer waits for an agent when they are using messaging. First reply time in the support dashboard doesn't work and there are none of the chat metrics available.

How can I find out how long customers wait for that first response? It's a key metric for a live channel.

      3 replies

      A
      Arpan NagdeveProduct Manager
      Product Manager
      August 5, 2021

      Hi Jordan, 
      We have a fix available for FRT which is under an EAP, same can be enabled for your subdomain please reach out to your account manager or create a ticket for us to enable the fix. We intend to do the GA the FRT metrics reporting in Q3 for all the customers. 

        L
        Luyolo12
        August 4, 2022

        Hi, 

        Has this feature been made available as yet?

        Maude
        MaudeEmployee
        Employee
        August 8, 2022
        Hi Luyolo, 

        FRT for Messaging is now available in Explore. You can find it in the Ticket dataset, and it can be displayed in seconds/minutes/hours/days. 
         
        Just a quick note on this, the FRT messaging feature does not include SLA. This is a planned feature that is currently on our roadmap for Q1 2023. 

        For more information about this, you can follow this community post: https://support.zendesk.com/hc/en-us/community/posts/4409222716954. 
        Terms & ConditionsAccessibility statement