First response time should be separated for chats, emails, and calls
under review
V
Vahram
We have two problems related with this
1- Hoory should separate the FRT of cats from emails, and also the calls , every FRT should be indicated separately.
2- in addition for that Hoory is counting also the time spent in queue waiting for the operator to join, which is wrong.
it should be counted starting when the chat is assigned to the agent.
Lilith Jalalyan
Vahram the second point is no longer actual as now the First Response Time is counted from the time of assignment. Please, check and confirm.
While the first point is a request which is planned
Lilith Jalalyan
under review
Lilith Jalalyan
Vahram thanks for the feedback.