You asked, we listened. It’s now possible to report on the time it takes for a Service rep to respond to a messaging session after first accepting it. Service Rep Accept to First Response Time is a new value on the MessagingSessionMetricType field of the MessagingSessionMetrics object. Previously, it was just possible to report on the time it took for a Service rep to initially respond after a session transfer (either to them or to a queue that they’re in) was initiated.
Where: This change applies to Enhanced Messaging channels and Enhanced Chat. View required editions.