Chat Contact Service Queue Activity Report

The Chat CSQ Activity Report presents a summary of presented, handled, and abandoned chats for each Contact Service Queue (CSQ). It displays the average and maximum time for chats that are queued and handled. It also displays the average rating of the rated chats routed to the CSQ.

The Chat Contact Service Queue Activity Report can include these charts:

Chart Name	Description
Max Queue Time for Chats Presented by CSQ Chart	The chat with the longest queue time for each CSQ.
Average Handle Time by CSQ Chart	The average handle time for chats handled for each CSQ.

The Chat Contact Service Queue Activity Report includes a table that shows the following information for each CSQ:

Field	Description
CSQ Name	Name of the CSQ.
CSQ ID	Unique identification number of CSQ.
Chats Presented	Number of chats routed to the CSQ whether an agent accepted the chat or not.
Queue Time—Avg	Average queue time for all chats routed to the CSQ.
Queue Time—Max	Longest queue time of any one chat that was routed to the CSQ.
Chats Handled	Number of chats handled by this CSQ. A chat is handled if an agent accepts the chat presented by the chat submitter while queued for this CSQ.
Handle Time—Avg	Average handles time for all chats that the CSQ handled. Handle time is active chat time.
Handle Time—Max	Longest handle time of any one chat that the CSQ handled. Handle time is active chat time.
Chats Abandoned	Number of chats routed to the CSQ but was not accepted by an agent because the chat submitter ended the chat before agent accepted or was disconnected.
Avg Rating	Average rating of the rated chats handled by the CSQ.

Grouping:

N/A

Sorting:

The default sorting order is done on CSQ Name.

For sorting on specific field, user can sort by click on respective field header in report grid view.

You can filter the Chat Contact Service Queue Activity Report by the following parameter:

Filter Parameter	Result
CSQ Names	Displays information for the specified CSQs.

Notes:

• If user has set their local time zone in the user profile, Start and end date time will be considered to be in that time zone. If not set, the start and end times will be considered to be in the data source time zone (UCCX data source time zone is GMT).
• Multiple filter parameters should not be selected, user should select only one filter parameter at a time (excluding above parameters) while viewing the report.