The Webchat Queue Report looks at webchats arriving into queues and presents data on how they were handled.
Report Customisation Options #
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Customisation |
Options |
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Data source |
Select an individual or a selection of Webchat Queues. |
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Columns |
Each of the statistics listed below can be added or removed from the report by managing the columns to include. |
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Aggregations |
The following aggregations can be used to cluster data together:
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Report Output #
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Statistic |
Description |
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Webchats arrived |
The total number of webchats that have been placed in the queue. |
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Avg webchats arrived per day |
The average number of webchats that have been placed in the queue per day. |
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Total webchats handled |
The total number of webchats that have been handled by agents assigned to this queue. |
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Avg handling time per chat |
The average time (in minutes) that agents assigned to this queue have taken to handle each webchat. |
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Avg wait time to first response |
The average time (in minutes) that a webchat has spent in the queue before being handled. |
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Longest wait time to first response |
The longest time (in minutes) that a webchat has spent in the queue before being handled. |
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Webchat service |
The webchat service on which the incoming webchat was received. |