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?
Best answer by Eric Fitz
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.
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