Chat Queue Statistics

Calculates chat statistics for queues.

Columns

  • Chats Abandoned – The number of chats routed to a queue, which were subsequently abandoned.

  • Chats Aborted – The number of aborted chats.

  • Chats Average Handle Time – The average time agents spent answering chats.

    Formula:

    (Chats Total Talk Time + Chats Total Work Time) / Chats Handled

  • Chats Cleared – The number of chats, which were cleared.

  • Chats Connection Failure – The number of aborted or rejected chats by the system with disposition reason Chat_agent_connection_failure.

  • Chats Do Not Care – The number of do not care chats.

  • Chats Handled – The number of chats routed to a queue, which were subsequently handled.

  • Chats Longest Wait Time – The maximum time a chat waited in a queue.

  • Chats Offered – The number of chats routed to a queue.

  • Chats Rejected – The number of rejected chats.

  • Chats Total Accept Time – The total time, that passed from the time a chat was presented to an agent and the agent answered the chat.

  • Chats Total Talk Time – The total time, that passed from the time an agent answered the chat to the time the chat was disconnected or transferred, not including hold time.

  • Chats Total Wait Time – The total time, that all chats spend waiting in a queue.

  • Chats Total Work Time – The total time, that an agent spent in Work State after the chat.

  • Chats Unknown – The number of unknown chats.

  • Queue Id – The ID of the queue.

  • Queue Name – The name of the queue.

Calculation Parameters

The Grid function has these optional parameters:

  • Queue Groups – Allows you to select from a list of Contact Service Queue group names.

  • Queues – Allows you to select from a list of Contact Service Queue names.