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Shawn16
March 25, 2022
Question

First Response Time for Chat not correct

  • March 25, 2022
  • 3 replies
  • 32 views

Hello,

Recently I've noticed my teams SLA/FRT miscalculating when they have responded to chats. 

An example:

Customer chats with us and the created ticket remains open. We provide a follow up at the time the chat is closed, therefore our FRT should be minimal. However, once a customer responds, the ticket FRT shows that we have missed our SLA, calculating the time the chat was created to the customers next response, ignoring our responses in the meantime. This is happening any time a customer responds to a chat ticket AFTER the chat has been ended. 

This started the last few weeks. Has anyone else seen similar behavior? 

      3 replies

      G
      Gab12Employee
      Employee
      April 6, 2022
      Hi Shawn,
       
      SLAs and the First reply time ticket metric does not consider responses sent out during the live chat conversation with the end user (Understanding ticket reply time). The ticket first reply time and the FRT target in SLAs are measured only through responses sent to the ticket thread/via email. You may need to adjust your SLA policies to exclude tickets from the Chat/Messaging channel, at least for the policies that measure first reply time, to avoid breaches when the chat ticket reopens and the channel is switched to email.
      CJ95
      CJ95
      May 24, 2022

      Does this issue only affect Messaging, or is the behavior the same with Chat as well? 

      Dion12
      Dion12Employee
      Employee
      June 6, 2022
      Hey CJ,

      This is both true for Messaging and Chat. Please note that the FRT SLA can only measure ticket email replies and apparently it cannot be measured based on responses during the Lice chat or Messaging conversation.

      Regards,

      Dion
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