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JRider's avatar
JRider
Icon for Neophyte rankNeophyte
10 days 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 cha...
lmproduct
  • Patrick_Friar's avatar
    Patrick_Friar
    10 days 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 

Patrick_Friar's avatar
Patrick_Friar
Icon for LM Champion rankLM Champion
10 days 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