When an agent is in an active chat session and receives a message from the consumer, a timer will begin and a series of UI cues to prompt the agent to respond within a response threshold. Admins can set the threshold that the agent has to reply to messages and also report on the number of instances when the threshold is exceeded.
Feature benefits
For Managers and Admins
- Automatically remind agents to respond promptly to conversations
For Agents
- Visually shows which chat needs their attention first
For end-users
- Less waiting time and quicker resolution time
Feature details
The response timer starts when the agent is assigned and the consumer has sent a message and applies even if an agent has not yet sent a message
If the agent responds, the counter won't begin again until the consumer replies.
When the target response time is met, chats won't end
Chats end when:
Agent manually clicks end chat
The consumer:
Closes the active tab
Navigates away from the page the chat session started on
Clicks x on the chat session
When the chat timeout threshold is reached
CCAI Platform portal configuration
The following sections provide configuration information for agent target response time.
Enabling global target response time
Go to Settings > Chat.
Mark the checkbox next to Agent target chat response time, and set the response target duration.
Mark the checkbox next to Apply target chat response setting to every chat queue.
Click Set global chat settings.
Enabling queue-level target response time
From the CCAI Platform portal, go to Settings > Chat.
Mark the checkbox next to Agent target Chat Response time, and set the response target duration.
Don't mark the checkbox next to Apply target chat response setting to every chat queue.
Navigate to Settings > Queue > Mobile OR Web, depending on where you are using chat.
Click a queue that has chat enabled.
On the right, navigate to the Agent Target Chat Response Time setting.
Click to toggle the setting to On.
Enter the chat response target time in minutes.
Click Set customer chat configuration to save.
Agent experience
When you configure target response times, the behavior of the agent chat adapter changes in the following ways:
Active chat indicators display a target response timer. The timer indicates how much time has elapsed since the end-user's last message.
The timer display one of the following colors to indicate how much of the target response time remains:
Yellow: more than 45 seconds remain until the target response time expires
Orange: between 45 and 15 seconds remain until the target response time expires
Red: less than 15 seconds remain until the target response time expires
If the target response time expires, the active chat indicator continues to display red until the agent responds. At that time, the response timer resets. For more information, see Answer the chat request.
Reporting details
When the timer hits 00 seconds, an event is logged that notes that the agent exceeded the target chat response time and can be seen in the 2 Agent Activity reports.
Example of how to select Agent Activity reports in Reports > Users & Teams:
Available in Agent Activity Summary report (Reports> Users & Teams > Agent Activity - Summary Report) as "Agent exceeded target chat response time."
Available in Agent Timeline report (Reports> Users & Teams > Agent Activity - Timeline Report) as "Agent exceeded target chat response time."
When chats are dismissed, chat status will show as Dismissed - inactive end-user.