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 Vivek Saini (Vivek Saini)
TTEC
Director, Business Transformation
TTEC
US
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
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Posted: 1 year ago
Posted: 7 Jan 2020 14:01 EST
Amit Patel (Amit_Patel)
PEGA
Director, Customer Service Engineering
Pegasystems Inc.
US

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.