Typically, help desk agents spend up to two hours and 45 minutes resolving chats each day. The remaining time is usually spent solving other tickets or being idle (on average, companies pay employees one hour of idle time per shift.)
The average live chat session is 11 minutes and 15 seconds long. This includes transfers, waiting times between responses, and after-chat work time. According to our research, a total of 5 conversations are transferred per day on average. The number of transfers before ticket resolution is usually 0-1, depending on the company’s procedures. In terms of wrap-up tasks, they typically take 10 minutes on average.
By providing agents with help desk systems, companies can significantly reduce the time it takes to handle chats and complete tasks. At present, 80% of live chat representatives must access multiple systems to get the information they need, significantly affecting their productivity and efficiency.
Moreover, help desk systems also ensure chats are routed and assigned to the proper agents, reducing waiting times for customers. According to our research, live chat sessions are initiated within 10 seconds if there’s no queue. If one other person is waiting in the queue, it takes approximately 2 minutes, 5 minutes with 2-4 people waiting, and 10+ minutes if five or more people are waiting in line.
The average live chat queue length is 5 minutes and 57 seconds. However, some customers consider this too long, with 28.1% of all customers abandoning chat queues.