You can refine the data statistics to be included in the report by selecting the following specific items:
- Webchat queue
- Columns
Under Aggregations in the Report Tool, you can specify the grouping for which statistics are collected and combined in the report. One of:
- By Webchat Queue
- By Webchat Queue Per Webchat Server
- By Month
- By Week
- By Day
- By Hour
Configurables in the Report Tool: None.
Filters in the Report Tool: None
For each webchat queue in a company, the following statistics are available.
| Statistic | Description |
| Webchats arrived | The total number of webchats that have been placed in the queue. |
| Avg webchats arrived per day | The average number of webchats that have been placed in the queue per day. |
| Total webchats handled | The total number of webchats that have been handled by agents assigned to this queue. |
| Avg handling time per chat | The average time (in minutes) that agents assigned to this queue have taken to handle each webchat. |
| Avg wait time to first response | The average time (in minutes) that a webchat has spent in the queue before being handled. |
| Longest wait time to first response | The longest time (in minutes) that a webchat has spent in the queue before being handled. |
| Webchat service | The webchat service on which the incoming webchat was received. Note: This column is only displayed if Aggregations: By Webchat Queue Per Webchat Server is selected. |
Parent topic: Webchat-data statistics