Chat Volume By Queue

Report Summary	Display the summary of Queue Wise Offered Chats
Status	CUIC DRAFT, EF-BI NOT_DEVELOPED, EFBI-Custom DRAFT

Reporting Fields

Fields

Description

Date

Selected date from the filter

Queue Name

Name of the Queue

Chats Offered

The total number of chats offered to the specific queue. Due to RONA, the same chat request may be re-queued incrementing the number of chats offered. So this should not be confused with the total number of chats landed on the system.

Chats Answered

The number of chats answered by human agents.

Chats Abandoned

The number of chat legs abandoned (not answered by the agent). For each case of RONA, there'll be a new request in the queue to find another agent.

Example

For example, if a chat request was offered to 3 agents and the first two agents didn't answer within the answer time interval but the third agent accepted and handled it.

There'll be three records in the queue stats
First two records (chat legs) with the reason RONA and
The last record (chat leg) answered by the agent

For this only chat request, queue stats would be

Chats Offered	Chats Abandoned	Chats RONA	Chats Answered
3	0	2	1

Chats RONA

The number of queued tasks ended in RONA. All RONA tasks are later re-queued to the same queue.

Service Level Threshold

The threshold defined during the configuration of the chat queue in seconds

Answered Within SL

Number of chats answered within the service level threshold

Abandoned Within SL

Number of chats abandoned within the service level threshold

Answered After SL

Number of chats answered after the service level threshold

Abandoned After SL

Number of chats abandoned after the service level threshold

Average Wait Duration

The average wait duration of all (Answered + Abandoned in the queue) chats in hh:mm:ss format. This is calculated as:
(Total Wait Duration /Total Chats Offered)

Average Chat Duration

The average time of the customer-to-agent conversation in hh:mm:ss format. This is calculated as:
(Total Chat Duration/Total Chats Answered)

Service Level

Service level calculation is based on the configured Service Level Type. The following 3 formulas are used for the calculation

Ignore Abandoned Chats: If Service Level Type = 1 THEN (Answered Within SL/(Chats Offered - Abandoned Within SL)) * 100
Abandoned Chats have Negative Impact: If Service Level Type = 2 THEN (Answered Within SL/Chat Offered) * 100
Abandoned Chats have Positive Impact: If Service Level Type = 3 THEN ((Answered Within SL + Aband Within SL)/Chat Offered) * 100

Abandoned Rate

(Total Chats Abandoned / Total Chats Offered) * 100

%age Closed by Agent

(Total Chats Closed By Agent / Total Chats Offered) * 100

%age Closed by Customer

(Total Chats Closed By Customer / Total Chats Offered) * 100

%age Closed by Network

(Total Chats Closed By Network / Total Chats Offered) * 100

%age Closed By Rona

(Total Chats Closed By Rona / Total Chats Offered) * 100

%age Closed by Bot

(Total Chats Closed By Bot / Total Chats Offered) * 100

%age Closed by Other

(Total Chats Closed By Other / Total Chats Offered) * 100

Filters

Date & Time
Queue(s)