Chat Volume By Channel

Report Summary	Channel-Wise Daily Chat Statistics
Status	CUIC DEVELOPED, EF-BI NOT DEVELOPED, EFBI-Custom NOT DEVELOPED

Reporting Fields

Fields	Description
Date	Selected date from the filter
Channel Name	Name of the chat channel
Chats Offered	Number of chats offered
Chats Answered	Number of chats answered
Chats Abandoned	Number of chats abandoned
Chats Rona	Number of chats redirect on no answer
Answered Within SL	Number of chats answered within the service level threshold
Answered After SL	Number of chats answered after the service level threshold
Abandoned Within SL	Number of chats abandoned within the service level threshold
Abandoned After SL	Number of chats abandoned after the service level threshold
Average Wait Duration	Total Wait Duration /Total Chats Answered in hh:mm: ss format
Average Chat Duration	Total 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

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