Chat Handling Time

The Chat Handling Time section shows how long chats were actively handled from start to completion. This metric helps measure conversation efficiency and the overall time agents or bots spend resolving visitor queries.

Chat handling time is calculated from:

• The moment a chat is picked up (by a bot or an agent)
  to

• The moment the chat is closed or resolved

Chats are grouped into the following handling-time ranges:

1. Chat Handling Time: 0 to 30 Seconds

This metric represents chats that were fully handled and completed within 0 to 30 seconds.

• Typically short, simple interactions

• Often informational or automated responses

• Indicates quick resolution with minimal effort

A higher number in this range suggests efficient handling of straightforward queries.

2. Chat Handling Time: 30 Seconds to 2 Minutes

This metric includes chats that took between 30 seconds and 2 minutes to complete.

• Common for basic support or clarification questions

• Balanced interaction time

• Indicates efficient but slightly more involved conversations

Chats in this range usually reflect healthy engagement and effective resolution.

3. Chat Handling Time: 2 Minutes to 5 Minutes

This metric shows chats that required 2 to 5 minutes to handle.

• Typically involve detailed explanations or troubleshooting

• May include back-and-forth communication

• Normal for more complex visitor requests

An increase in this range can indicate growing chat complexity or higher-quality engagement.

4. Chat Handling Time: More Than 5 Minutes (5 min ++)

This metric represents chats that took more than 5 minutes to complete.

• Often complex or multi-step conversations

• May include issue investigation, guidance, or escalation

• Expected for advanced support scenarios

A consistently high number in this range may signal the need for process optimization, better automation, or agent training.

5. Total Response Time

Total Response Time represents the cumulative time spent handling all chats during the selected period.

• Calculated as the sum of handling times for all completed chats

• Includes time spent by agents and bots

• Reflects overall operational effort and workload

This metric helps evaluate total support capacity and resource utilization.

Summary

The Chat Handling Time analytics help you:

• Understand how long chats take to resolve

• Identify quick vs. complex conversations

• Optimize agent workload and staffing

• Improve operational efficiency and customer experience