Time intervals for Chat

Queue time	The time from when the chat was placed in queue until it is delivered.
Delivery time	Not applicable (always zero).
Waiting time	The time from when the chat requests routing and that it is answered by an agent. The time the service level is based on.
Agent-based waiting time	Not applicable.
Ring time	The time from when the answer button starts flashing until the agent clicks on the answer button.
Chat time without ring time	The time from when the agent answers the chat until the chat is ended.
Chat time	The time from when the answer button starts flashing until the chat is ended. Agent status in CallGuide Agent is set to Chat.
Wrapup time	The time after chat end set aside for wrapup. Status in CallGuide Agent is set to Wrapup.
Task time	The sum of time in chat and wrapup time.

In the figure above the terms are defined as well as how they are related to different events.

The customer requests chat from the company website. A chatStartRequest is received from CallGuide Chat Engine, routing is requested by CallGuide Server, and the chat is placed in queue (if a queue situation should arise).
Delivery of the chat is made and the Accept button flashes in CallGuide Agent.
The chat is answered in CallGuide Agent.
The agent or the customer ends the chatting.

The agent continues wrapup for the chat until the agent decides that the chat can be closed.