Breaking Down Chat Volume
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.