Where do I see a chat's metrics?

You can see the chat's metrics in the Summary View of the chat record.
The system automatically calculates the chat metrics, which is a summary of the entire conversation. It displays the details listed below:

1. Client Message Count: Displays the number of words sent by the client.
2. Agent Message Count: Displays the number of words sent by the agent.
3. First Response Time: Displays the time the agent takes to provide the first response to the client’s query.
4. Avg Response Time: Displays the average time duration taken by the agent to respond to the client.
5. Max Response Time: Displays the maximum time the agent takes to respond to the client.
6. Duration: Displays the overall duration of the chat from start time to end time.

To learn more about Live Chats, click here.