The average time to take a conversation is measured from the moment the conversation is created, that is, when the customer opens the chat window on our website. The conversation is put in the Pending folder in the consultant's dashboard, which allows the consultant to see which URL the conversation started from. The consultant can therefore write the first message before the consumer even starts typing. The pick up time is calculated from the time the conversation is created until the consultant clicks the “Pick up” button in the message folder. This time represents how quickly the consultant begins interacting with the customer after receiving the conversation.