How to Calculate Average Agent First Response Time and Average Agent Response Time?

How to Calculate Average Agent First Response Time?

We calculate First Response Time by looking at the time interval between the time when each agent sends their first message on each room, and the time when the respective room is assigned to each agent. Then, we calculate the average value of all first response time.

How to Calculate Average Agent Response Time?

We calculate Response Time by looking at the time interval between a message that has been sent by each agent, and the previous message. We only calculate the interval between the message sent by the customer right before the message sent by agents. Hence only the adjacent comments:

Customer Message
Agent Message

Without system comments between them or other comments.