Comm100

AUGUST 21, 2018

For time-based metrics, it is impractical to hold bots and human agents to the same standards. As automation systems, chatbots can – and should – respond instantly. Unlike human live chat agents, they don’t need to think or spend time typing out an answer. Chatbots should keep user wait time for bots and live chat agents low.

Metrics 101

Metrics Chatbots Average Handle Time Effort Score 101

Comm100

AUGUST 21, 2018

For time-based metrics, it is impractical to hold bots and human agents to the same standards. As automation systems, chatbots can – and should – respond instantly. Unlike human live chat agents, they don’t need to think or spend time typing out an answer. Chatbots should keep user wait time for bots and live chat agents low.

Metrics 100

Metrics Chatbots Average Handle Time Effort Score 100

Comm100

NOVEMBER 8, 2017

To enforce this team player mindset, make sure that in the agent training and onboarding process, your new agent is paired up with an agent who can show them the ropes of working the system. Manages Time Wisely. One of the most commonly evaluated metrics is an agent’s average handle time (AHT). Positivity.

Customer Service 107

Customer Service Tips Average Handle Time Communication 107