Currently, conversation datasets/reports measure handling time from the start of the conversation until closure. This includes time that occurs after a ticket is created, which makes it difficult to measure the true chat handling time for our frontline support.
It would be helpful to have a new metric that measures chat handling time only until ticket submission, excluding any time spent after the ticket is created.
This would allow teams to:
- Measure the actual time spent handling the chat conversation.
- Compare chat handling performance without ticket processing time.
- Build clearer SLAs and reporting for chat vs ticket workflows.