Monitor customer wait time through live conversation counter

Track customer wait times during live chats by monitoring the live conversation counter to ensure compliance with service-level agreements (SLAs).

The visual counter on the conversation's multisession tab displays the time elapsed since the customer's last message without a response.

Prerequisites

Your administrator has configured the SLA thresholds.

The SLAs viewed by you are defined by the response time standards set by your administrator to address customer inquiries.
You can view the SLA counter on the multisession bar for live chat workstreams and channels, and for each session or conversation.
Each SLA counter updates its time and colors based on the time elapsed since the representative's last response, if the most recent message is from the customer.
When a customer sends a message, the conversation wait time timer starts counting from zero. The timer resets each time you respond to the customer. If the customer doesn't respond, the timer remains at zero seconds.

The timer includes the following color-coded indicators that show the status of the SLA:

Blue: Indicates a standard counter when the SLA is on track, without any Warning or Urgency.
Yellow: Indicates that the SLA is approaching its limits and is in the Warning state.
Red: Indicates that the SLA surpassed the limit and is in the Urgent state.