This metric represents the average amount of time an agent takes to respond to a chat.
Formula: Average Chats Response Time = [Total time passed until a chat reply was sent] / [Number of Chats]
Example: Customer first reached out via chat at 09:30 am, Agent A sent the first reply at 9:55 am. This being said, Total time passed for this case is 25min which is 0.416 in decimal. Putting this into the formula we get: 0.416/1 = 0.416 (25min) - Average Chats Response Time
Important: This metric is calculated by Tymeshift, whilst the metric Average Chat Wait Time is imported directly from Zendesk Reports.