We are charged per minute for our live chat. Unfortunately, we've found the handle times are not an accurate reflections of the actual chat time. We discovered that the chat time continued to track--even if the customer closed out the chat--anytime the agent left the chat open.
We would like to request that chat handle time stops recording the moment that either the agent or the customer closes the chat.
+12Hello,
Freshchat, the new messaging experience in Freshdesk, has replaced the traditional live chat as a powerful alternative. The Live Dashboard gives you an real-time overview on the different response metrics that you'd like to track for the chats with users.
Cheers!
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