Response times

• Avg. response time - is a metric used to measure the speed at which a customer service agent responds to a customer's inquiry or request.

• Avg. chat duration - is a metric used to measure the length of time that a customer service agent spends on a chat conversation with a customer.

• Total talk time - is a metric used to measure the amount of time that a customer service agent spends on chats / calls with customers. It is typically calculated by measuring the duration of each chat and then adding up all of the durations. It is commonly used to measure agent productivity and efficiency, and to identify areas for improvement.