Explanation for Columns for Interaction Table: First Response Wait Time | Wait Time | Handling Duration | Duration

[Neel Patel]

Hi There,

Looking for some insights on what these columns means for the interaction table. We are trying to implement the live agent with virtual agent. Trying to figure out reporting possibilities.

First Response Wait Time |  Wait Time | Handling Duration | Duration

Thanks in advance.

[IT4IT]

Wait time - Time taken to accept the incoming chat
First response wait time - The time it took an agent to enter the first message.
Handling time - It calculates the time from when a chat is assigned to an agent until it reaches the complete state.
Duration - time from when it was created till closed

Please hit like and mark my response as correct if that helps.

Regards,

Gopal