| Components |
Description |
Etech Benchmark |
| Customer Satisfaction Rate |
Percentage of customer satisfied with chat service |
85-92% |
| Service Level |
The name of the SLA, particularly useful when a single SLA is used across multiple service offerings. |
95-98% |
| Abandon Rate |
The percentage of visitors who left the queue before being accepted by an operator. |
0.05-0.5% |
| Concurrency |
The average number of chats operators dealt with at the same time. |
4.0 |
| Invitation Rate |
Invitation deployed for hot leads on the website |
95-98% |
| Wait Time |
The average time the visitor to the website waits in the queue before Chat Started. |
3 secs |
| Response Time |
Time taken to respond to customer |
10 secs |
| Average Handle Time |
The average time an operator spends on a chat, from when the Chat Started to when the operator survey is submitted (if submitted) or the chat is closed. |
6-12 mins |
