Live Chat Benchmark Report 2019
Live Chat Benchmark Report 2019
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Chapter 12
Before we wrap up, let’s take a look at some of the main live chat metrics broken down by team size.
| Team Size | Average CASE | Wait Time | Chats per Month | Chats per agent per month | Chat Duration |
|---|---|---|---|---|---|
| 1-5 agents | 82.72% | 51s | 1,186 | 436 | 12m 16s |
| 6-10 agents | 84.2% | 40s | 4,550 | 461 | 10m 46s |
| 11-25 agents | 82.9% | 36s | 14,901 | 794 | 10m 07s |
| 26-50 agents | 82.7% | 83s | 22,985 | 626 | 13m 41s |
| >50 agents | 85.7% | 35s | 51,375 | 675 | 13m 09s |
While it will be insightful to compare your organization’s results to these, keep in mind that these numbers are only part of the story. Time- and volume-based metrics will only take you so far in setting proper goals for your team. There is no direct correlation between length of chat and satisfaction rate, as is revealed above – larger teams may have longer chats but they are still able to achieve higher satisfaction scores.
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