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  • 1.  ASA or wait time for Chat

    Posted 02-17-2023 06:29
    No replies, thread closed.

    I was wondering if there's a way to work out the ASA for a team working web chat messages?

    I know you can get the ASA overall for a queue, but we need to separate it by team. Of course it's not available on an agent level, but I was looking to see if there's a way I can work it out using what's available in the metrics. When I Googled how to calculate ASA it would be total wait time/chats taken, but I can't find wait times as an option on the agent performance or agent metrics export report. 

    Any advice or help would be much appreciated. 


    #Reporting/Analytics

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    Rianna Dwyer
    Ovo Energy Ltd
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  • 2.  RE: ASA or wait time for Chat

    Posted 02-17-2023 09:45
    No replies, thread closed.

    The easiest way is to separate the chats into a different queue. This is one of the reasons people do this.



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    Paul Simpson
    Eventus Solutions Group
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    Original Message


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