Turning on reply time SLAs for live chat

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You must have the Agent Workspace to reply time SLAs for live chat.

A service level agreement (SLA) is a policy you define that specifies and measures the reply and resolution times that your Chat agents deliver to your customers.You can configure live chat to record the First reply time and Next reply time in a conversation, and then use the data in your SLAs. The reply time metrics help you understand how quickly your team is responding to customers and can be analyzed in Explore.

For live chat, reply time SLAs is turned off by default. Agent reply times are measured after the live chat conversation ends and a ticket is created from that exchange. The agent’s public replies to the ticket are used to calculate reply times.
When the Reply time SLAs setting for live chat is turned on, all agent responses in a live chat conversation as well as public agent replies to the ticket created from that conversation, are used to calculate reply times.
When using live chat conversations, consider the following:

Responses sent via triggers are excluded from the First reply and Next reply time SLA calculations.

Responses sent via Chat Conversations API are counted towards First reply and Next reply time SLAs. Agent replies on the ticket generated from the chat conversation are included in the calculations.

SLA reporting for live chat conversations is available in Explore as part of the SLA reports for Support. It isn’t part of the Chat prebuilt dashboard.

To turn on reply time SLAs for live chat

In your Chat dashboard, go to Settings > Account.

Click the SLAs tab.

Set Reply time SLAs for live chat to On.

Click Save.