Live Agent SLA

[JohnAnderson72]

Has anyone figured out a way of measuring the time taken from the point a user requests to talk to a Live Agent to the moment a Live Agent connects? I can't seem to find any data like this on the out of the box Dashboards. The only data I can find is the time from the moment a user starts to use Virtual Agent to the point where the get connected to an Agent but this includes all the time they may have spend searching for what they needed before deciding to chat to someone. 

We are aiming to have an SLA where all Live Agent chats connected in 40 seconds.

[AndersBGS]

Hi @JohnAnderson72 ,

Cant you utilize the AWA Operation Dashboard from the list view Associated Queues with Channels?

[JohnAnderson72]

Thanks @AndersBGS - Thanks for the suggestion but we're not currently using any of the AWA functionality and it's not on the current roadmap. I've also asked ServiceNow if there is a solution to this and will post back if/when I find out more. 

[Bhavesh Bijagar]

@JohnAnderson72 : AWA is pre-requisite, if you want to use Live Agent transfer.

[Lynda1]

In the Interaction table there is the Wait Time.  I think that is what you are looking for?