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How can I build a chat "chain of custody" report?

edited Sep 13, 2016 3:47PM in Reporting & Analytics for B2C Service 3 comments

Content

Hi, 

I am trying to build a report whereby I can see when a chat request has been declined by one of our agents. So far, I have only been able to find an OOTB report which doesn't quite do what I need it to. The report I have found will give a list of each chat that has taken place in a certain time frame, along with the transcript for each chat. Contained within said transcript is where I can see whether or not an agent has declined a chat. This is all well and good however this requires me to

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