Thank you for supporting the Cloud Customer Connect Community in 2024. It's a gift to work with you!

Look back
You're almost there! Please answer a few more questions for access to the Applications content. Complete registration
Interested in joining? Complete your registration by providing Areas of Interest here. Register

Chat summary report - No value but serviced?

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

Summary

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

Content

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?

Tagged:

Howdy, Stranger!

Log In

To view full details, sign in.

Register

Don't have an account? Click here to get started!