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<< Click to Display Table of Contents >> Chats Reporting > Agents Stats > Agent metric explanation > Performance averages |
General
Provide Support Live Chat calculates five distinct performance averages to benchmark service quality, speed, and depth of support. Each average follows precise inclusion criteria, mathematical weighting, and denominator sample rules.
Average Chat Accept Time
Arithmetic mean of (Accept Timestamp minus Original Chat Start Time) across all qualifying accepted chats.
•Qualifying samples: Only chats that achieve formal Accepted status (Accept event + visitor overlap) contribute samples.
•Missed chat exclusion: Missed chats and late accepts without visitor overlap are completely excluded from the calculation.
•Pre-accept transfer timing: For pre-accept transfers, accept timing is measured from the visitor's original Chat Start Time, not from the coworker invitation timestamp.
•Automated and reply acceptance: Reply-to-accept actions (chat was accepted when an agent started typing a response) and Auto-accept events (the setting to accept chats automatically activated in the agent app) create valid accept timestamps and contribute samples to this metric.
Average Agent Messages in Chat
Arithmetic mean of human text messages sent by that specific operator across all qualifying chats. A qualifying accepted chat in which the agent sent zero messages contributes a valid 0 to the numerator and 1 to the denominator.
•Qualifying chats: Accepted visitor chats, proactive invitations, pre-accept transfers, post-accept invitees, monitoring joiners, and agent-to-agent chats.
•Missed chat handling: Completely unaccepted Individual missed chats are excluded. A late-accepted missed To All chat qualifies for the late accepter.
•Message filtering: Automated system messages are excluded. Editing a message does not add a count. Deleted messages completely disappear from the calculation.
•Proactive invitations: A proactive invitation containing text counts as 1 message; an empty proactive invitation contributes 0 messages.
Average Total Messages in Chat
Arithmetic mean of all human messages sent by both the visitor and all participating agents in qualifying chats.
•Pre-chat inclusion: Automated system messages do not count. The visitor's Pre-chat Message field counts as 1 message, even if submitted blank.
•Attachments: Files and images sent by either the visitor or the agent correctly count as messages.
•Multi-agent scope: For co-worker invitees and monitoring joiners, the entire chat's message history is counted, including messages sent prior to the co-worker's entry and after their departure. Leaving and re-entering the same chat remains a single denominator sample.
Average Reply Time
Total qualifying reply duration divided by the number of qualifying reply samples. Measures how quickly an operator replies to visitor statements during active conversation.
•Acceptance baseline: Visitor messages submitted before chat acceptance (such as pre-chat survey text) are ignored for reply pairing. If the agent sends a greeting before the visitor types a post-accept text, the Accept Timestamp serves as the start of the interval.
•Consecutive visitor texts: When a visitor sends multiple consecutive messages before the agent replies, the interval is measured from the last visitor message.
•Consecutive agent texts: When an agent sends two consecutive text replies following a visitor message, the observed calculation is: (Timestamp of Agent Message 2 - Timestamp of Visitor Message) / 2.
•Unanswered messages: An unanswered visitor message at the conclusion of a chat does not inject a zero sample into the calculation.
•Edited and deleted messages: Edited replies retain their original send timestamp. A deleted agent reply remains in the Average Reply Time calculation (using its original send timestamp), even though it disappears from message count averages.
Average Chat Duration
Arithmetic mean of (Chat Finish Time minus Chat Start Time) as recorded in the finalized transcript header for qualifying chats.
•Qualifying chats: Accepted visitor chats, proactive invitations (accepted, declined, or ignored), pre-accept transfers, coworker invitations, monitoring joins, and agent-to-agent chats all qualify.
•Missed chat exclusion: Completely unaccepted Individual missed chats are strictly excluded from duration calculations.
•Invitee and joiner duration: For co-worker invitees and monitoring joiners, duration spans the entire transcript lifecycle from initial visitor connection to final room closure, rather than the isolated window of co-worker presence.