Agent Response StatisticsThe Agent Response Statistics widget provides five volume-based metrics:Average First Response TimeWhen no filter is applied:This metric measures the time taken by the agent to send the first message on the conversation since the conversation started. It calculates the average of all the first response times of all the agents who have handled chats under that department only.When the department filter is applied:This metric measures the time taken by the agent to send the first message after the chat is picked/assigned to the individual. It considers only chats which are assigned to the department first and then picked by the corresponding agent. It calculates the average of all the first response times of all the agents who have handled chats under that department only.Average Response TimeWhen no filter is applied:This metric measures the time taken by the agents to send the response message for every customer message on the conversation since the conversation started. If a customer sends two or more continuous messages before the agent/bot replies, it considers the first message of the set for the customer and then the first message of the agent for calculating response time. It calculates the average of all response times of all the agents who have handled chats under that department only.When the department filter is applied:This metric measures the time taken by the agents to send the response message for every customer message on the conversation after the chat is picked by the agent. If a customer sends two or more continuous messages before the agent/bot replies, it considers the first message of the set for the customer and then the first message of the agent for calculating response time. It considers only chats which are assigned to the department first and then picked by the corresponding agent. It calculates the average of all the response times of all the agents who have handled chats under that department only.Average Resolution TimeWhen no filter is applied:This metric measures the time since the conversation was assigned to an agent until the conversation was closed by the same agent. The resolution time is attached to the person who is last assigned to the conversation when the chat is being closed. It calculates the average of all the resolution times of all the chats handled today.When the department filter is applied:This metric measures the time spent by the agent since picking a chat and closing it. In the case 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. It calculates the average of all the resolution times of all the chats closed by agents in the department today.Average Handling TimeWhen no filter is applied:This metric measures the time since the conversation was assigned to the agent until the conversation was closed. It calculates the average of all handling times of all the chats handled today.When the department filter is applied:This metric measures the time between an agent from the chosen department picking a chat until the agent transfers the chat to other departments/agents or closes a chat. In case the same chat comes back to an old agent, it takes the cumulative time of the chat and adds it to the handling time. It calculates the average of all the handling times of all the chats handled by agents in the department today.Average CSAT Response TimeWhen no filter is applied:This metric measures the time since CSAT was triggered until the CSAT feedback was submitted.When a department filter is applied:This metric measures the CSAT Response Time for the chats which were closed by agents under the chosen departments.