Chat Volume

The Chat Volume report is a time interval report. This means that the report lists performance-related inbound web chat* statistics for various time intervals (i.e., hours of day, minutes of hour, days of week, months of year, etc.). The desired time interval can be selected when running the report.

This report provides visibility into the overall traffic of your Web Chat flow. This will provide you the ability to see high/low traffic times for when your clients are contacting your agents using the web chat feature.

*This report requires the Xima CCaaS Web Chat license. If the web chat license has not been purchased, when running the report, the columns will appear empty.

Report Column Descriptions

Time Interval
This column displays the selected time interval. This row changes depending on the row (time interval) selected at run time.

Chat Count
This column displays the total number of inbound chats associated with the selected skill(s) during the given time interval.

Answered Chat Count
This column displays the total number of inbound chats that were accepted by the selected skill(s) during the given time interval, meaning that the chat was answered.

Total Chat Duration
This column displays the total duration of all chat events associated with the selected skill(s) during the given time interval.

Avg Chat Duration
This column displays the average duration of all chat events associated with the selected skill(s) during the given time interval.

Max Chat Duration**
This column displays the maximum* (longest) duration of all chat events associated with the selected skill(s) during the given time interval.