Response time measured from the client's unanswered message
Included where the workspace plan, connected account and provider permissions allow it.
Measure the wait clients experienced, response performance, workload and conversation outcomes by time, channel and teammate.
What it includes
Team, channel and period views
Included where the workspace plan, connected account and provider permissions allow it.
Waiting and escalation visibility
Included where the workspace plan, connected account and provider permissions allow it.
Operational reporting without changing the conversation
Included where the workspace plan, connected account and provider permissions allow it.
How to use it
- Define the response targets that matter to the team.
- Review waiting conversations and performance by period.
- Use the evidence to adjust staffing, routing or automation.
Availability is measured per account. MirageCHAT shows when a provider permission or account step is still required; it does not label that capability as active.
Frequently asked questions
Is opening a chat counted as a reply?
No. Response time is based on the client's message and the actual outbound reply.
Can I see who answered?
Yes. Replies and team activity are associated with the authenticated teammate and time.