Instant Messaging (Chat)

Seller Support Desk

How to add user access on IM

What are IM Metrics?

Response Rate:

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%


Response Time:

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

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