Chat Queue Statistics¶
Displays chat queue statistics data.
Depending on the KPI Function, the following parameters may be used:
Queues – Allows you to select from a list of Contact Service Queue names.
Chats Abandoned¶
Returns the number of chats routed to a queue, which were subsequently abandoned.
Parameters: Queues
Chats Aborted¶
Returns the number of aborted chats.
Parameters: Queues
Chats Average Handle Time¶
Returns the average time agents spent answering chats.
Formula:
(Chats Total Talk Time + Chats Total Work Time) / Chats Handled
Parameters: Queues
Chats Cleared¶
Returns the number of chats, which were cleared.
Parameters: Queues
Chats Connection Failure¶
Returns the number of aborted or rejected chats by the system with disposition reason Chat_agent_connection_failure.
Parameters: Queues
Chats Do Not Care¶
Returns the number of do not care chats.
Parameters: Queues
Chats Handled¶
Returns the number of chats routed to a queue, which were subsequently handled.
Parameters: Queues
Chats Longest Wait Time¶
Returns the maximum time a chat waited in a queue.
Parameters: Queues
Chats Offered¶
Returns the number of chats routed to a queue.
Parameters: Queues
Chats Rejected¶
Returns the number of rejected chats.
Parameters: Queues
Chats Total Accept Time¶
Returns the total time, that passed from the time a chat was presented to an agent and the agent answered the chat.
Parameters: Queues
Chats Total Talk Time¶
Returns 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.
Parameters: Queues
Chats Total Wait Time¶
Returns the total time, that all chats spend waiting in a queue.
Parameters: Queues
Chats Total Work Time¶
Returns the total time, that an agent spent in Work State after the chat.
Parameters: Queues
Chats Unknown¶
Returns the number of unknown chats.
Parameters: Queues