Report to check agent handle time\ response time for Chats and Emails

[JonathanBen]

HI,

I have been trying to check my agents handle time for emails and chats but can't figure out how to create it.

Any help is appreciated. 

[BérangèreL]

Hi @JonathanBen, I hope that you are well!

I love to read your post, thanks for asking the Community!

First, I'd like to share this article "Report on chat and email conversations" that might be of interest.

I also found the solution from @karstenkoehler on this post "Reporting on sales first response time" that might help you!

I also wanted to invite a couple of subject matter experts to this conversation: Hi @DanMYD, @AdamLPW and @GRajput do you have suggestions to help @JonathanBen, please?

If anybody else has anything to add and/or share, please feel free to join in the conversation 🙂

Thank you so much ❤️ and have a great day!

Best,
Bérangère