The Webchat Queue Report looks at webchats arriving into queues and presents data on how they were handled.
Report Customisation Options #
Customisation |
Options |
|---|---|
Data source |
Select an individual or a selection of Webchat Queues. |
Columns |
Each of the statistics listed below can be added or removed from the report by managing the columns to include. |
Aggregations |
The following aggregations can be used to cluster data together:
|
Report Output #
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. |