This metric represents the average time of HOW long a customer has to wait for a chat reply.
Average Chat Wait Time Metric for served chats shows the average time visitors waited before they got the first response from an agent.
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 imported directly from Zendesk Reports whilst the Metric Average Chats Response time is calculated by Tymeshift.