Chat Volume

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.