Instant Messaging (Chat)
How to add user access on IM
What are IM Metrics?
Percentage of new conversations that you respond to by end of next working day.
This is calculated based on chats received in the last 7 days. Working days are Monday to Friday.
Good: > 85%
Average response time for messages received during working hours in the last 7 days.
Working hours are defined as 8:00 AM to 7:00 PM from Monday to Friday.
Good: <30 min