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We have just introduce a webchat function to our contact centre and we are playing with the ideal average speed of answer target. Currently we have 85% of chats to be answered within 30 sec as a target. Just looking for ideas.


Call Centre Helper

Live Chat Service levels
We surveyed our readers to find out what service levels for LiveChat they were using

The average was Live Chat – 80% of Chats in 20 Seconds

There is a scatter diagram in this report that will give you more details

Webchat automation
Had you considered automation Angela - Smart automation I mean, rather than a frustrating loop? One that could serve as well as triage and deliver a smooth handover to an agent if required?

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