Hey @John Raynold Balacanao  Jacques here!

The KPIs you're looking to calculate from chat data can be defined as follows:

• Response Time: This is the time for a teammate to reply to any message in a conversation. To calculate this, you would measure the time from when a message is received to when a reply is sent by a teammate for each message in a conversation.
• First Response Time: This is the time each teammate took to reply to the first incoming message in a conversation. You would track the time from when a conversation is started by a user's message to when the first admin response is sent.
• Closed Conversation on First Contact: This metric isn't directly explained in the provided sources, but it would typically involve tracking conversations that are closed by the admin without requiring any follow-up after the first response.
• Handling Time: This is the total amount of time spent by any teammates handling a conversation. You would sum up all the time spent by teammates on a conversation, from the first message to its closure.
• Number of Replies per Active Hour: This is calculated by dividing the number of specific actions performed by the hours spent in active status. For example, if a teammate sends replies to messages and spends 1 hour in an active status, and during that time they send 10 replies, then the "Replies per active hour" would be 10/1 = 10 replies per active hour.

Note that for First Response Time, if "Calculate your team’s response metrics within office hours only" is enabled in your Office Hours settings, the time is only counted within office hours, and the metric is grouped by conversation creation date.