Chat Metrics
https://www.callcentrehelper.com/benchmarks-improve-live-chat-metrics-161403.htm
https://simplycontact.com/average-hold-time-for-contact-centers/
https://hiverhq.com/blog/live-chat-metrics
https://emplifi.io/resources/blog/contact-center-industry-standards
https://peaksupport.io/resource/blogs/a-complete-guide-to-reducing-hold-times-and-chat-wait-times-in-your-contact-center/
https://simplycontact.com/average-hold-time-for-contact-centers/