Display seconds in live chat message timestamps
planned
3
3bcefba7-61ef-4c65-8635-5eb521067ed5
Currently, message timestamps in the live chat interface only show hours and minutes (e.g., 11:17). We'd like to request the option to display seconds as well (e.g., 11:17:43).
We track First Response Time, Response Time, and Chat Duration at both team and agent level, and our agents have individual performance targets for these metrics. Seeing seconds in real time helps agents stay proactive and self-manage against their goals — similar to how time-on-task visibility works in other productivity and contact center tools.
This would be a low-effort UI change with a meaningful impact on agent accountability and performance awareness. Thank you for considering it.
Terry Jin (Comm100)
This is already planned. Agent Console will show seconds with each chat message
Terry Jin (Comm100)
updated the status to
planned
3
3bcefba7-61ef-4c65-8635-5eb521067ed5
Additional Comment to the Request:
Just to add another critical point to this request: The lack of seconds is also causing false positives in our Quality Assurance (QA) evaluations and creating unnecessary stress for our agents.
For instance, if an agent waits 45-50 seconds for an unresponsive customer before sending a follow-up message like "Are you still there?", both messages often display the exact same minute (e.g., 11:17). To a QA reviewer, it falsely appears as if the agent rushed the customer or ended the chat without waiting the required time.
Having exact seconds visible will prevent these unfair evaluations, ensure compliance with our wrap-up rules, and give agents the confidence to manage their chat durations accurately.