How can I best improve our First Chat Response Time?

  • 7 June 2024
  • 1 reply

Userlevel 1

We are open 8:00 am to 8:00 pm est
We usually get a morning queue since not every agent starts at the same time.
Any tips on how I can improve our daily first chat response time for clients that register during business hours?


Best answer by Ebenezer.Laleye 18 June 2024, 11:59

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1 reply

Userlevel 3
Badge +4

Hi @Christian Hernandez ! Ebenezer here from Engineering Support👋.

This would depend if you want to exclude the bot response in the response time but you could set up automated responses acknowledging the receipt of a message, providing an estimated response time.

You could also implement skill-based routing to ensure chats are directed to the most qualified agent available, reducing resolution time.

Hope this helps!