Chat Volume By Channel

Report SummaryChannel-Wise Daily Chat Statistics
Status

CUIC DEVELOPED, EF-BI NOT DEVELOPED, EFBI-Custom NOT DEVELOPED

Reporting Fields

FieldsDescription
DateSelected date from the filter
Channel NameName of the chat channel
Chats OfferedNumber of chats offered
Chats AnsweredNumber of chats answered
Chats AbandonedNumber of chats abandoned
Chats RonaNumber of chats redirect on no answer
Answered Within SLNumber of chats answered within the service level threshold
Answered After SLNumber of chats answered after the service level threshold
Abandoned Within SLNumber of chats abandoned within the service level threshold
Abandoned After SLNumber of chats abandoned after the service level threshold
Average Wait DurationTotal Wait Duration /Total Chats Answered in hh:mm: ss format
Average Chat DurationTotal Chat Duration/Total Chats Answered in hh:mm: ss format
Service Level*Service Level calculation is based on the configured Service Level Type
Abandoned Rate(Total Chats Abandoned/Total Chats Offered) * 100
%age Closed by Agent(Total Closed By Agent/Total Chats Offered) * 100
%age Closed by Customer(Total Closed By Customer/Total Chats Offered) * 100
%age Closed by Network(Total Closed By Network/Total Chats Offered) * 100

* Service Level

  • Ignore Abandoned Chats: If Service Level Type = 1 THEN (AnsweredWithinSL/(ChatOffered - AbandWithinSL)) * 100
  • Abandoned Chats have Negative Impact: If Service Level Type = 2 THEN (AnsweredWithinSL/ChatOffered) * 100
  • Abandoned Chats have Positive Impact: If Service Level Type = 3 THEN ((AnsweredWithinSL+AbandWithinSL)/ChatOffered) * 100

Filters

  • Date & Time
  • Channel(s)