Average Chat Wait Time

Hi Heidi,

There is an existing thread on how to do it via history export here: https://chat.zendesk.com/hc/en-us/community/posts/212929887-Reporting-on-Wait-Time-Served-by-agent

If you are using Insights in Support, there are a couple wait time metrics also available to be used: https://support.zendesk.com/hc/en-us/articles/206544348#topic_uhy_jr5_pdb

-Ramin

Hi Ramin - 

That doesn't actually answer my question but thank you. I'm not looking for agent specific wait time, I'm looking for an average chat wait time for the entire team but the option is not available in Insights. There is a median chat wait time which is not at all useful given that "median" simply means middle number and does nothing to help us identify what the actual average is. 

Most of the businesses we talk to choose to use median to avoid outliers in chat length (in cases where the visitor or agent forgets to end the chat). 

Since you want to get the average, you will need to export chat history and calculate the average in Excel/Google Sheets using the 'first_response_time' column. 

Great answer. Thanks for that.