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What kind of metrics can I generate from Live Chats?

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Following are the metrics you can generate from Live Chats:
  • Client Message Count: Displays the number of words sent by the client.
  • Agent Message Count: Displays the number of words the agent sends.
  • First Response Time: Displays the time duration the agent takes to provide the first response to the client’s query.
  • Avg Response Time: Displays the average time the agent takes to respond to the client.
  • Max Response Time: Displays the maximum time the agent takes to respond to the client.
  • Duration: Displays the overall duration of the chat from start time to end time.
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