chats_offered =1
chats_answered=1
chats_abandoned = 0
service_level_offered = 1 service_level_answered = 1
service_level_abandoned= 0
2. If a conversation is queued, the customer abandons before it got routed to the agent and before the SL threshold expires
chats_answered=0
chats_abandoned = 1
service_level_offered = 1 service_level_abandoned = 1
service_level_answered =0
3. If a conversation is queued, routed to an agent within the SL threshold but the customer abandoned before the agent accepted
chats_offered = 1
4. If a conversation is queued, routed to an agent after the SL threshold but the customer abandoned before the agent accepted
service_level_offered = 0 service_level_abandoned = 0
6. if the conversation is routed to an agent after the SL threshold, the agent does not accept (RONA)?
chats_rona =1
service_level_rona=0
7. If the conversation is routed to an agent within the SL threshold, the agent does not accept (RONA)?
service_level_offered = 1 service_level_abandoned = 0
service_level_rona=1
8. If the conversation is queued, but no agents were available (all agents are busy)
chats_rona =0
NoAgentAvailable =1
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