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TTEC
Posted: December 16, 2019
Last activity: January 7, 2020
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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.
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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.