You may wonder if there's a way to calculate the average response time per agent once the chat is assigned to them, which excludes the time when the chat is actually submitted by the client. This article provides the answer to this concern.
We are sorry to inform you that the feature you are looking for is currently not available and has been identified as a feature enhancement. We have conveyed the information to our product team already.
For agents, follow the Submitting a Feature Request - Agent Guide if you received such a request from a customer.