There is no way to report on how long a customer waits for an agent when they are using messaging. First reply time in the support dashboard doesn't work and there are none of the chat metrics available.
How can I find out how long customers wait for that first response? It's a key metric for a live channel.
Hi Jordan,
We have a fix available for FRT which is under an EAP, same can be enabled for your subdomain please reach out to your account manager or create a ticket for us to enable the fix. We intend to do the GA the FRT metrics reporting in Q3 for all the customers.
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FRT for Messaging is now available in Explore. You can find it in the Ticket dataset, and it can be displayed in seconds/minutes/hours/days.
Just a quick note on this, the FRT messaging feature does not include SLA. This is a planned feature that is currently on our roadmap for Q1 2023.
For more information about this, you can follow this community post: https://support.zendesk.com/hc/en-us/community/posts/4409222716954.