will.good Posted July 21, 2022 Share Posted July 21, 2022 Hi, We have just realised that the Response Time (queue time) for a chat session is included in the close time. Would it not make more sense for the close timer to begin once the session has been accepted by an agent? That way you have two actual separate measures, up until now, we believed that the response timer was not included in the close timer Link to comment Share on other sites More sharing options...
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