Chat Wait Time by Queue

Report on the wait times for chats in each queue. Includes a breakdown by various wait time intervals, showing the proportion of chats serviced within each. It also shows the total number of chats serviced or abandoned. 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 Serviced and Abandon Intervals model and includes the following columns.

Queue

The queue to which the chat was assigned.

Total Chats (Incoming)

The number of incoming chats that were serviced or abandoned during the interval.

Serviced (Incoming)

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

Abandoned (Incoming)

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

Serviced Interval 1 (% of Total)

The number of chats serviced during the time period where the wait time was within the 1st interval (default: 0-20s). Wait time is the time which elapsed from when the chat was assigned to the queue to when it was serviced. This is expressed as a percentage of the total number of chats serviced or abandoned during the period.

Serviced Interval 1…2 (% of Total)

The number of chats serviced during the time period where the wait time was within the 1st-2nd intervals (default: 0-30s). This is expressed as a percentage of the total number of chats serviced or abandoned during the period.

Serviced Interval 1…3 (% of Total)

The number of chats serviced during the time period where the wait time was within the 1st-3rd intervals (default: 0-40s). This is expressed as a percentage of the total number of chats serviced or abandoned during the period.

Serviced Interval 1…4 (% of Total)

The number of chats serviced during the time period where the wait time was within the 1st-4th intervals (default: 0-60s). This is expressed as a percentage of the total number of chats serviced or abandoned during the period.

Serviced Interval 1…5 (% of Total)

The number of chats serviced during the time period where the wait time was within the 1st-5th intervals (default: 0-80s). This is expressed as a percentage of the total number of chats serviced or abandoned during the period.

Serviced Interval 1…6 (% of Total)

The number of chats serviced during the time period where the wait time was within the 1st-6th intervals (default: 0-90s). This is expressed as a percentage of the total number of chats serviced or abandoned during the period.

Serviced Interval 1…7 (% of Total)

The number of chats serviced during the time period where the wait time was within the 1st-7th intervals (default: 0-120s). This is expressed as a percentage of the total number of chats serviced or abandoned during the period.

Serviced Interval 1…8 (% of Total)

The number of chats serviced during the time period where the wait time was within the 1st-8th intervals (default: 0-150s). This is expressed as a percentage of the total number of chats serviced or abandoned during the period.

Serviced Interval 1…9 (% of Total)

The number of chats serviced during the time period where the wait time was within the 1st-9th intervals (default: 0-180s). This is expressed as a percentage of the total number of chats serviced or abandoned during the period.

Serviced Interval 1…10 (% of Total)

The number of chats serviced during the time period, expressed as a percentage of the total number of chats serviced or abandoned during the period.