Triggers and Reply Time SLA Calculations in Zendesk
Are triggers included in reply time SLA calculations for live chat?
No, triggers are not included in the reply time SLA calculations for live chat in Zendesk.
Only agent responses sent via the Chat Conversations API and public agent replies to the ticket generated from the chat conversation are counted towards the First reply and Next reply time SLAs. This ensures that the metrics accurately reflect human agent response times.
More related questions
How do I enable reply time SLAs for live chat in Zendesk?
To enable reply time SLAs for live chat in Zendesk, you need to access your Chat dashboard settings. Navigate to Settings > Account, then click on the SLAs tab. From there, set the Reply time SLAs for live chat to 'On' and click 'Save'. This will…
What are reply time SLAs in Zendesk live chat?
Reply time SLAs in Zendesk live chat are policies that measure the time it takes for agents to respond to customer inquiries. These SLAs help you track and analyze how quickly your team is responding to customers by recording the First reply time…
Where can I find SLA reporting for live chat in Zendesk?
SLA reporting for live chat in Zendesk is available in Explore as part of the SLA reports for Support. It's important to note that this reporting is not part of the Chat prebuilt dashboard. By using Explore, you can analyze the reply time metrics…
What is required to use reply time SLAs for live chat in Zendesk?
To use reply time SLAs for live chat in Zendesk, you must have the Agent Workspace. This workspace allows you to configure live chat to record reply times and use the data in your SLAs. Without the Agent Workspace, you won't be able to turn on or…
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