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Report Summary |
Channel-Wise Daily Chat Statistics |
|---|---|
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Status |
CUIC DEVELOPED , EF-BI NOT developed , EFBI-Custom NOT developed |
Reporting Fields
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Fields |
Description |
|---|---|
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Date |
Selected date from the filter |
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Channel Name |
Name of the chat channel |
|
Chats Offered |
Number of chats offered |
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Chats Answered |
Number of chats answered |
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Chats Abandoned |
Number of chats abandoned |
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Chats Rona |
Number of chats redirect on no answer |
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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
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Abandoned Chats have Negative Impact: If Service Level Type = 2 THEN (AnsweredWithinSL/ChatOffered) * 100
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Abandoned Chats have Positive Impact: If Service Level Type = 3 THEN ((AnsweredWithinSL+AbandWithinSL)/ChatOffered) * 100
Filters
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Date & Time
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Channel(s)