Chat Volume by Queue

Report on the volume of chats in each queue, including the number of abandoned chats, serviced chats, and wait times. This also includes the number of chats completed in each queue, AHT, and survey scores. There are versions of this report for each of the historical time intervals, which break down the data by queue & interval. This report uses a Queue parameter set. It may be found under the following path: Root > Reports > Chat Reports > {interval}.

The report is based on the Chat Activity model and includes the following columns.

Queue

The queue to which the chat was assigned.

Assigned to Queue

The number of times that a chat was assigned to a queue during the interval. This includes incoming chats and chats which have been transferred from elsewhere.

Incoming to Queue

The number of incoming chats received by the queue during the interval. Only includes chats routed directly from the entry point, not transfers, so each unique chat will only be counted once.

Abandoned

The number of chats abandoned during the interval. The customer left while waiting for an agent to service the chat. Includes incoming and transferred chats.

Avg Wait Abandoned Time

For all chats abandoned during the interval, the average time which elapsed from each chat being assigned to the queue (or transferred between agents) until the customer left.

Serviced

The number of times that chats were serviced during the interval. The assigned agent clicked to join the chat and the customer had not abandoned. Includes incoming and transferred chats.

Avg Wait Serviced Time

For all times that chats were serviced during the interval, the average time which elapsed from each chat being assigned to the queue (or transferred between agents) until the agent clicked to join.

Serviced in SLA (% of Total)

Of the total chats serviced or abandoned during the interval, the proportion that were serviced and where the wait time in the current queue met service level. Includes incoming and transferred chats.

The SLA used by this report is configured in the Service Level settings for a Chat queue in the Administration Console. For more information, see the Configure Chat Properties section.

Handled

The number of chats from the queue that were completed by the agent or manually transferred out from agents during the report interval. Chats completed by the system are not counted.

Chats Per Hour

(Active Time) (Daily, Weekly and Monthly only)

The number of chats from the queue which agents can handle in an hour, based on their work rate during this report interval. This is determined by the number of chats handled during the interval and the amount of time spent working on chats during the same interval. An agent is considered to be working on a chat while it is in focus in their inbox, whether or not they are physically typing or clicking. Chats are considered handled when they are completed by the agent or transferred out from the agent.

Avg Work Time

For chats from the queue handled (i.e completed by the agent or transferred out) during the report interval, the average time that the agent spent working on each chat with the customer present. An agent is considered to be working on a chat while it is in focus in their inbox, whether or not they are physically typing or clicking. This may include time the agent spent working on the chat during previous intervals.

Avg Wrap Time

For chats from the queue handled (i.e completed by the agent or transferred out) during the report interval, the average time that the agent spent working on each chat after the customer had left. An agent is considered to be working on a chat while it is in focus in their inbox, whether or not they are physically typing or clicking. This may include time the agent spent working on the chat during previous intervals.

Avg Handle Time

For chats from the queue handled (i.e completed by the agent or transferred out) during the report interval, the average time that the agent spent working on each chat. An agent is considered to be working on a chat while it is in focus in their inbox, whether or not they are physically typing or clicking. This may include time the agent spent working on the chat during previous intervals.

Completed

The number of chats completed during the report interval. Chats are, typically, completed by the agent but they may be completed automatically in certain circumstances (for example, if the agent was disconnected).

Surveys

The number of chats surveys submitted during the interval. Note the survey may be submitted some time after the chat was completed and fall into a later interval.

Avg Score

For all surveys submitted for chats completed during the report interval, this is the average survey score. If each survey asks multiple score-based questions, then the total score across all questions is taken as the score for that survey (for example, three 5-star rating questions in a survey leads to a maximum survey score of 15).

Note: If a score-based question has been customized to offer values other than a 5-star rating, it is only considered by the Average Score calculation if the score given by the customer is 10 or less. If a value higher than 10 is returned, it is presumed to be text-based question.