Queue Chat Metrics Interval Report

Generating the Report

On the Reports tab, select New Report.

In the list of reports, choose Queue Chat Metrics Interval Report.

Enter the Report Name and Report Description.

Select a Time Period.

Select Data Filters.

Select Report Generation and choose from the following options:

Run On Demand
Schedule — You can create up to six schedules (only one if you select Hourly).

Select Format:

Enter a Send To address (single email address or mailing list).

Select Create.

The Queue Chat Metrics Interval Report is generated.

Select the Run icon next to the report instance.

Run On Demand: Triggers report generation immediately when selected.

Schedule: Sets the report to generate automatically on the scheduled day and time, without needing to select Run.

Select the PDF/Page icon to generate the report output.

The red dot beside the report indicates it was generated within the last 24 hours. You can download, save, and view the report in PDF format.

The report is generated and 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.

Generating the Report