My team is wondering about the first response rate and average response rate calculation… more specifically when a chat gets transferred to another agent, because the first agent did not reply for 3 minutes. It seems the agent the chat was transferred to, incurs the 3 minute response rate time. Shouldn’t the 3 minute response rate be counted against the first agent who didn’t reply for 3 minutes?
My team has targets for response rates and it is disheartening when they are penalized because another agent failed to respond within 3 minutes. Shouldn’t the timer be reset when it goes to another agent, with the 3 minutes counting against the first agent?