Agent UX - Chat Timers
Chat timers are also new features in the latest version of Live Assist for Dynamics 365. An agent might have completely different approaches for chatting to customers that just started a conversation or those who have been transferred and have been in contact with an agent for much longer. With this in mind, we have introduced chat timers as you can see below:
Two timers have been added:
Visitor chat timer: represents how long the visitor has been in contact with agents for this conversation. It can be found next to the Visitor avatar and will always be present for all conversations. When a chat is transferred, this value is not reset - it still represents the total time the visitor has been talking with agents.
Current agent chat timer: this timer is only visible if a chat has been transferred. It displays the time that the current agent has been chatting with the visitor. When an agent grabs a chat that has been transferred, it will always start counting from 0:00 onwards.