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Chat Summary Charts (Arrivals, Wait Time and Session Time) - Analytics Cookbook Recipe

Received Response
edited Apr 29, 2020 5:12PM in Reporting & Analytics for B2C Service 5 comments


Chat Summary Charts

Arrivals, Wait Time and Session Time

Author: Helix Business Solutions

Difficulty rating:   (Intermediate)

Target persona: Chat Supervisors & Managers


10 Columns using functions(1 date_group, 2 count, 9 Sum, 3 Max, 2 Avg, & several date_diff)

  2 Variables 

  3 Charts

  2 Filters

Overall description/purpose: This report gives a summary of chat statistics for a given time period.  This report is similar to one that was available in ATG Chat.   

Use case being served: Chat is being used more extensively in contact centers and these interactions have to be monitored because of their real-time nature.  This dashboard gives a chat supervisor an overview of chat volume; queue time and handle time by hour of the day.  By monitoring this report on a regular basis a supervisor can better determine staffing levels for chat agents.  If the customer converted from ATG chat they will have seen this report in their ATG system.

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