The Engagement first reply time calculation specifically applies to the Zendesk chat bot, not third-party chat bots.
This means that if you're using a third-party chat bot, the calculation for Engagement first reply time might differ. It's important to check with your chat bot provider to understand how they handle reply time metrics.
When a bot transfers a chat, the Engagement first reply time is calculated based on the time between the visitor's first message after the transfer and the agent's first response. This differs from assignment or broadcast routing. In more detail,…
Reply time SLAs in live chat conversations are service level agreements that set expectations for response times. Admins can enable reply time SLAs from the chat dashboard to ensure that agents respond to chats within a specified timeframe. This…