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These metrics are essential for understanding the efficiency and quality of our customer service, particularly in the continuity and number of interactions needed to resolve an issue.
For example, if the user send the message at 00:00, and then the live chat agent replied to this message at 01:00, and then the first response time will be 1 minutes, but the agent send another subsequent message to the user at 03:00, and then the subsequent response time will be 2 minutes.
Average Subsequent Response Time
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