Agent Reply Timer
A timer which lets us measure the response time of our Assigned Live Chat Agents in the following scenarios:
- Start timer when Live Chat Agent is assigned
- DO NOT take into consideration non working days for the timer's average. (or Sundays will completely damage an Agent's average)
- Stop timer when Agent opens chat and types/sends flow/activates rule that sends message
- Re start timer if lead asks again
This way, we can see for Live Chat Agent team members, their average response time and keep track of reponse goals.
Keeping in mind schedule variations so if an Agent doesnt work nights, leads assigned over night's timer will only begin once the shift begins, example:
Condition! If time is between "Monday-Friday", 9am to 5pm, start live chat agent's timer.