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.
Charts
The following
charts are available:
|
Chart name
|
Description
|
|---|
|
Average Handle Time by CSQ
|
Displays the average handle time for chats that are handled in a
CSQ.
|
|
Max Queue Time for Chats Presented by CSQ
|
Displays the chat with the longest queue time in a CSQ.
|
Fields
The report
includes a table that displays the following information:
|
Field
|
Description
|
|---|
|
CSQ Name
|
Name of the CSQ.
|
|
CSQ ID
|
Unique
ID of the CSQ.
|
|
Chats Presented
|
Number of chats that are routed to the CSQ regardless of whether
an agent accepts the chat.
|
|
Queue Time—Avg
|
Average queue time for all chats that are routed to the CSQ.
|
|
Queue Time—Max
|
Longest queue time of any chat that is routed to the CSQ.
|
|
Chats Handled
|
Number of chats that are routed to agents through this CSQ and
are accepted and handled by the agents.
|
|
Handle Time—Avg
|
Average handle time for all chats that the CSQ handled. Handle
time is active chat time.
|
|
Handle Time—Max
|
Longest handle time of any chat that the CSQ handled.
|
|
Chats Abandoned
|
Number of chats that are routed to the CSQ but are not
answered by any agent. This is because either the customer
has ended the chat before an Agent accepts or is
disconnected (due to time out or network disruptions).
|
|
Avg Rating
|
Average rating of the rated chats handled by the CSQ.
|
Filter
criteria
You can filter
using the following parameter:
|
Filter parameter
|
Result
|
|---|
|
CSQ Names
|
Displays information for the specified CSQs.
|