For agent response time, is the clock started before or after the customer completes qualifications for the bot like email and phone number?
Answered
When reporting on agent response time, when does the clock start?
+5- Employee
- 1630 replies
- Answer
Hey @shane f, for agent response time, the "clock is started" once a customer has completed your defined bot flow and the conversation has been assigned to a team or teammate inbox (or your Unassigned inbox) from the bot inbox.
So median first response time does not take into account 'business hours' in Intercom?
Ex: A ticket is opened at 2am and gets assigned to a team or inbox within minutes, you start counting response time from 2am but our team only starts at 9am
+5- Employee
- 1630 replies
That's entirely up to you, @james s11! When you've set your office hours in your Messenger settings, you can also select to only calculate your reports within office hours, excluding any time outside these.
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