Chat Performance
Report for a customer support company to tracks and evaluate how many customers they have served.
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Report for a customer support company to tracks and evaluate how many customers they have served.
Last updated
Was this helpful?
Filters and Options
Agent Filter: Allows you to filter the data for specific agents or view it for all agents.
Department Filter: Allows you to filter the data based on departments created.
Channel: Allows you to filter data based on the channel used by the customer.
Time Range Selection: Provides options to select the desired time range for analysis: Last 1 Day, Last 7 Days, Last 30 Days.
Time Series Details
Hourly: Displays the number of chats interacted hour-wise.
Daily: Displays the number of chats interacted day-wise.
Monthly: Displays the number of chats interacted month-wise.
Report Elements
Total Chat Started: This indicates the actual number of chat sessions handled by agents.
Average Chat Duration: The “Avg. Chat Duration” is the average duration of a chat session. It reflects how long agents spend assisting customers in each interaction.
Avg. Wait Time: It reflects how long a customer had to wait before an agent accepted the chat request
Total Queued Chats: It represents the number of chats waiting in the queue.
Max Wait Time: It is the total (cumulative) time all customers spent waiting for an agent to accept their chat requests within a specific time period
SLA Compliance: The percentage of total chats served in a defined period that has meet SLA requirements
SLA Breach: The percentage of total chats served in a defined period that has breached the SLA requirements.
