As a new user of web chat, we were hoping to get some feedback relating to the best metrics to measure as well as industry averages. For instance, in terms of average speed of answer, is there an industry standard for what is just right or how long is too long? Our intial thoughts are to measure operator response time as well as other metrics that are simialr to our telephone metrics (abandon rate, average speed fo answer, service level %). Are there any metrics you would recommend as a "must measure" and if so what is your threshold for those statistics? Any feedback would be greatly appreciated. Thank you.
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