Hello,
Recently I've noticed my teams SLA/FRT miscalculating when they have responded to chats.
An example:
Customer chats with us and the created ticket remains open. We provide a follow up at the time the chat is closed, therefore our FRT should be minimal. However, once a customer responds, the ticket FRT shows that we have missed our SLA, calculating the time the chat was created to the customers next response, ignoring our responses in the meantime. This is happening any time a customer responds to a chat ticket AFTER the chat has been ended.
This started the last few weeks. Has anyone else seen similar behavior?
SLAs and the First reply time ticket metric does not consider responses sent out during the live chat conversation with the end user (Understanding ticket reply time). The ticket first reply time and the FRT target in SLAs are measured only through responses sent to the ticket thread/via email. You may need to adjust your SLA policies to exclude tickets from the Chat/Messaging channel, at least for the policies that measure first reply time, to avoid breaches when the chat ticket reopens and the channel is switched to email.