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

Breaking Down Chat Volume

edited Jan 15, 2016 6:50AM in Reporting & Analytics for B2C Service 2 comments

Content

Hi, I'm trying to build a report where we can breakdown the chat volume we received by:

1. Interactive Chat - chats where in there are at least 1 message coming from the customer

2. Non Interactive Chat - chats that were assigned to agents but no message coming from the customer

3. Abandoned Chats - chats that ended without being assigned to an agent

The idea is Interactive Chats + Non-Interactive Chats + Abandoned Chats + Transferred Out Chats = Total Chats Received (I tried but I can't get the transferred Out chats using the Chats Table so used a different report for that).

I have attached the report definition for reference.

Tagged:

Howdy, Stranger!

Log In

To view full details, sign in.

Register

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