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 |
* 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)