Overall Response StatisticsThe Overall Response Statistics widget provides information on six response-based metrics:Average First Response TimeWhen no filter is applied, the Average First Response Time represents the time taken by the bot to send the first message in the conversation since it started. This metric shows the average first response times of all the agents who have handled chats under that specific department.When a department filter is applied, the Average First Response Time represents the time taken by the agent to send the first message after the chat is picked or assigned to them. Only chats that are assigned to the department first and then picked by the corresponding agent are considered for this metric.Average Response TimeWhen no filter is applied, the Average Response Time represents the time taken by both the bot and agents to send a response message for every customer message in the conversation since it started. If a customer sends multiple continuous messages before receiving a reply from the agent or bot, only the first message of the set is considered for calculating the response time. This metric considers the average response times of all the agents who have handled chats under that specific department.When a department filter is applied, the Average Response Time represents the time taken by the agents to send a response message for every customer message in the conversation after the chat is picked by the agent. Similar to the previous case, if a customer sends multiple continuous messages before receiving a reply, only the first message of the set is considered for calculating the response time. Only chats that are assigned to the department first and then picked by the agent are considered for this metric.Average Resolution TimeWhen no filter is applied, the Average Resolution Time represents the time taken from the start of the conversation until it is closed. This metric considers the average resolution times of all the chats handled on the current day.When a department filter is applied, the Average Resolution Time represents the time spent by the agents from picking a chat to closing it. If a user closes a chat without assigning it to themselves, the resolution time will be credited to the last attached user at the time of closing the chat. This metric considers the average resolution times of all the chats closed by agents in the chosen department on the current day.Average Handling TimeWhen no filter is applied, the Average Handling Time represents the time taken from when the chat was handled by a bot or agent until the chat was closed. This metric considers the average handling times of all the chats handled on the current day.When a department filter is applied, the Average Handling Time represents the time between an agent from the chosen department picking the chat and either transferring the chat to other departments/agents or closing the chat. If the same chat comes back to an old agent, the cumulative sum of both handling times is considered. This metric considers the average handling times of all the chats handled by agents in the chosen department on the current day.Average Queue TimeWhen no filter is applied, the Average Queue Time represents the average time spent by all the chats in the queue since they were put in the queue until an agent picks the chat. This metric considers the average queue times of all the chats.When a department filter is applied, the Average Queue Time represents the average time spent by chats in department-specific queues. Only chats in the chosen department's queue are considered for this metric.Average CSAT Response TimeWhen no filter is applied, the Average CSAT Response Time represents the time taken from when the CSAT (Customer Satisfaction) was triggered until the CSAT feedback was submitted.When a department filter is applied, the Average CSAT Response Time represents the CSAT response time for the chats that were closed by agents under the chosen departments.