Back to Reports List The Queue Chat Metrics Interval Report summarizes queue performance metrics relevant to chat conversations, aggregated over configurable intervals (30-minute default).Documentation Index
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Generate and Manage the Report
Refer to Creating a New Report for instructions on generating this report. Refer to Manage Reports for instructions on managing this report. The report is available for download.
Report Fields
| Column Name | Description |
|---|---|
Date | Date of the conversation. |
Incoming | Number of conversations offered (add for summary). |
Accepted | Number of conversations accepted (add for summary). |
Abandoned | Number of conversations abandoned (add for summary). |
Transferred | Number of conversations transferred (add for summary). |
Avg Duration | Total conversation time (excluding ACW) / number of accepted conversations (average for summary). |
Avg ACW | Total ACW time / number of accepted conversations (average for summary). |
Avg Messages | Total messages between callers and agents / number of accepted conversations (average for summary). |
Avg Use Saved | Total saved messages on all conversations / number of accepted conversations (average for summary). |
CSAT | Average CSAT across all conversations / number of conversations with CSAT data (average for summary). |
Concurrency | Total handle time of all chats / total actual time spent on all chats. |