Engagement First Reply Time with Bot Transfers
Learn how Engagement first reply time is calculated when a bot transfers a chat to an agent in Zendesk.
How is Engagement first reply time calculated when a bot transfers a chat to an agent?
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, the metric measures the time in seconds from when the visitor sends their first message after the bot has transferred the chat to when the agent responds to that message. This ensures that the response time is accurately captured from the point of human interaction. For more information, you can refer to theoriginal article.
More related questions
Does the Engagement first reply time calculation apply to third-party chat bots?
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…
What are reply time SLAs in live chat conversations?
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…
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