Average Chat Duration
Time
The average time taken to complete a chat session with a customer, in minutes. This metric helps understand the efficiency and effectiveness of chat interactions. Long durations might indicate complex issues or inefficiencies, while very short chats could suggest unsatisfactory or incomplete resolutions.
Formula
Total chat duration time / Number of chat sessions
Example
If the total time of 20 chat sessions was 400 minutes, the Average Chat Duration is 20 minutes.