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JRider's avatar
JRider
Icon for Neophyte rankNeophyte
2 months ago
Solved

Support Cases - Conversation Timestamps Incorrect

I am trying to gather information on technical requests that have taken a considerable amount of time to resolve. While doing so, I noticed when opening a ticket with technical support (through a chat conversation), the case record shows all conversation entries at the exact same time.

It appears that the date/time stamp is for the last entry in the conversation. However, if you export the chat, the timestamps appear correct:


 

I am curious if this information is relied upon in order to identify support improvements. 

lmproduct
  • Patrick_Friar's avatar
    Patrick_Friar
    2 months ago

    Hi JRider​ 
    In the past (on our previous chat/ticket system), chat response-time was part of our QA grading measures to ensure timely responses during live-chat engagements. As you've noted, the inability to access that data easily has made that somewhat difficult for us to leverage under the current implementation, however, this is something that we have our systems team looking into. 

    Hope that helps! Best regards 

1 Reply

  • Patrick_Friar's avatar
    Patrick_Friar
    Icon for LM Champion rankLM Champion
    2 months ago

    Hi JRider​ 
    In the past (on our previous chat/ticket system), chat response-time was part of our QA grading measures to ensure timely responses during live-chat engagements. As you've noted, the inability to access that data easily has made that somewhat difficult for us to leverage under the current implementation, however, this is something that we have our systems team looking into. 

    Hope that helps! Best regards