Question 1 Replies 125 Views × Close popover Vivek Saini (Vivek Saini) TTEC Director, Business Transformation TTEC US View Profile Send Message Vivek Saini Member since 2017 4 posts TTEC Posted: December 16, 2019 Last activity: January 7, 2020 Posted: 16 Dec 2019 11:08 EST Last activity: 7 Jan 2020 14:01 EST Closed Average Response Time calculation in Pega Chat Average Response Time calculation in Pega Chat Can response time be captured in a chat for every single Customer-CSR response dialogue without building anything custom? Even if can not be, will appreciate any recommendations that one can share. Pega Customer Service Conversational Channels × Close popover Facebook Twitter Linkedin Email Copy Link Copied! Moderation Team has archived post, learn more × Close popover This thread is closed to future replies. Content and links will no longer be updated. If you have the same/similar Question, please write a new Question. Posted: 1 year ago Posted: 7 Jan 2020 14:01 EST × Close popover Amit Patel (Amit_Patel) PEGA Director, Customer Service Engineering Pegasystems Inc. US View Profile Send Message Amit_Patel PEGA replied to Vivek Saini Hi Vivek, each entry in the chat does have a timestamp associated with it. So, you may be able to build a utility to calculate the response time. There's nothing available out of the box. The one thing to note here is that you could have either side send multiple comments in a row. So, if you simply calculate difference between each entry, it might not be a valid.