Businesses can now decide what the 'Typically respond in' numbers should look like to set a realistic response time expectation with visitors and customers.


To set the response time, there are two options that can be used:


i) The 90th percentile of response time (Use this to give users a realistic picture during low chat volume scenarios.)
ii) The time to first response - This also takes into account the chat assignment time. (Use this to give users a realistic picture during high chat volume scenarios.)