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Breaking Down Chat Volume

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


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.

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