Message Hub SLA Adherence by Queue

Report on the success at meeting messaging service level and the quantity of conversations that were abandoned after exceeding service level.

There are versions of this report for each of the historical time intervals, which break down the data by queue, activity subtype & 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.

Total Chats

The number of times that chats were serviced or abandoned during the interval. Includes incoming and transferred chats.

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.

Abandoned Queue

The number of chats abandoned during the interval where the customer left while no agent was assigned. Includes incoming and transferred chats.

Abandoned Agent

The number of chats abandoned during the interval where the customer left while an agent was assigned but had not serviced the chat. Includes incoming and transferred chats.

% Abandoned

The proportion of chats that were 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.

Abandoned Beyond SLA

The number of chats abandoned during the interval where the wait time in the current queue had exceeded service level. Includes incoming and transferred chats.

% Abandoned Beyond SLA

Of the chats abandoned during the interval, the proportion where the wait time in the current queue had exceeded service level. Includes incoming and transferred chats.

Abandoned Beyond SLA (% of Total)

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

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.

% Serviced

The proportion of chats that 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

The number of times that chats were serviced during the interval where the wait time in the current queue met service level. Includes incoming and transferred chats.

% Serviced In SLA

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

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.