How can I best improve our First Chat Response Time? | Community
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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?

Hi @Christian HernandezĀ ! Ebenezer here from Engineering SupportšŸ‘‹.

This would depend if you want to exclude the bot response in the response timeĀ but you couldĀ 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!

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