Chat Volume By Queue

Report SummaryQueue-Wise Daily Chat Statistics
Status

CUIC DEVELOPED, EF-BI DEVELOPED, EFBI-Custom DEVELOPED

Reporting Fields

FieldsDescription
DateSelected date from the filter
Queue NameName of the chat queue
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
Abandoned Rate(Total Chats Abandoned/Total Chats Offered) * 100
Service Level(Total Chats Answered/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

Filters

  • Date & Time
  • Queue(s) - Not available in EFBI-Custom