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Chat summary report - No value but serviced?

Received Response
edited Feb 10, 2020 4:36PM in Reporting & Analytics for B2C Service 5 comments


Chats have agent as 'No Value' but show as serviced


We have copied the out the box report 'Chat Summary' (ID 3008).

I've then added in a column for chats.acct_id.

If I then run the report with default filters, except changing Date Grouping to Year.

This then gives me stats by agent - great!

I have an 'No Value', as one of the agents - fine, this is where the chats have either expired or cancelled!

However, I have a small volume of chats that have 'Serviced' values in them, even with No Value as the agent who serviced. How can this be?

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