Do Your Live Chat Agents Measure Up? The 9 Best Key Performance Indicators and How To Use Them
Comm100
SEPTEMBER 28, 2022
A high number of missed chats may also indicate that agents are spending too much time on each chat. We’ll look more at the average handle time metric later. This key performance indicator reveals the percentage of time that agents are spending in live chats, wrap-up, and other activities, as opposed to “away” or offline.
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