Chat Wait Time Detail by Queue

Report on the wait times for chats in each queue. This 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. Due to the level of detail in this report, it has many columns and requires horizontal scrolling to view it in its entirety.

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

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

Serviced Interval 1

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.

Abandoned Interval 1

The number of chats abandoned 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 the customer left the chat.

Serviced Interval 2

The number of chats serviced during the time period where the wait time was within the 2nd interval (default: 21-30s).

Abandoned Interval 2

The number of chats abandoned during the time period where the wait time was within the 2nd interval (default: 21-30s).

Serviced Interval 3

The number of chats serviced during the time period where the wait time was within the 3rd interval (default: 31-40s).

Abandoned Interval 3

The number of chats abandoned during the time period where the wait time was within the 3rd interval (default: 31-40s).

Serviced Interval 4

The number of chats serviced during the time period where the wait time was within the 4th interval (default: 41-60s).

Abandoned Interval 4

The number of chats abandoned during the time period where the wait time was within the 4th interval (default: 41-60s).

Serviced Interval 5

The number of chats serviced during the time period where the wait time was within the 5th interval (default: 61-80s).

Abandoned Interval 5

The number of chats abandoned during the time period where the wait time was within the 5th interval (default: 61-80s).

Serviced Interval 6

The number of chats serviced during the time period where the wait time was within the 6th interval (default: 81-90s).

Abandoned Interval 6

The number of chats abandoned during the time period where the wait time was within the 6th interval (default: 81-90s).

Serviced Interval 7

The number of chats serviced during the time period where the wait time was within the 7th interval (default: 91-120s).

Abandoned Interval 7

The number of chats abandoned during the time period where the wait time was within the 7th interval (default: 91-120s)

Serviced Interval 8

The number of chats serviced during the time period where the wait time was within the 8th interval (default: 121-150s).

Abandoned Interval 8

The number of chats abandoned during the time period where the wait time was within the 8th interval (default: 121-150s).

Serviced Interval 9

The number of chats serviced during the time period where the wait time was within the 9th interval (default: 151-180s).

Abandoned Interval 9

The number of chats abandoned during the time period where the wait time was within the 9th interval (default: 151-180s).

Serviced Interval 10

The number of chats serviced during the time period where the wait time was within the 10th interval (default: >180s).

% Abandoned Interval 10

The number of chats abandoned during the time period where the wait time was within the 10th interval (default: >180s).