Queue Chat Metrics Interval Report

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The Queue Chat Metrics Interval Report summarizes queue performance metrics relevant to chat conversations, aggregated over configurable intervals (30-minute default).

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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.

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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.

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