Agent Response Time
| Statistic Name | Description | Function/Formula |
API Name |
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Agent Response Time |
The amount of time that elapsed from when an agent received the customer's text based message and the agent sent a reply. In other words, this is the length of time that an agent spends responding to the customer. Agent Response Time is formatted in days, hours, minutes, and seconds (d:hh:mm:ss). This expression formats the Total Queue Time statistic in days, hours, minutes, and seconds (dd:hh:mm:ss). |
Minimum, Maximum, Average |
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Included in the following data sets:
Note: Some functions/formulas for this information may not be available.
Message Detail