Agent Chat Summary

Web Chat statistics for each selected agent over the selected time frame.

The Agent Chat Summary report shows Web Chat statistics for each selected agent over the selected time frame. It is an Agent row type Summary-style report.

⚠️
Requires the Web Chat Channel License
The chat columns show no data for agents without a Web Chat Channel license.

Report Columns

Column	Definition
`Agent`	The agent being reported on.
`Chat Count`	The total number of inbound chats associated with the agent.
`Answered Chat Count`	The total number of inbound chats accepted by the agent.
`Missed Chat Count`	The total number of inbound chats presented to the agent but not accepted in time.
`Avg Chat Speed of Answer`	The average amount of time it took the agent to accept a presented chat.
`Total Chat Duration`	The total combined duration of all chat events associated with the agent.
`Avg Chat Duration`	The average duration of all chat events associated with the agent.

Updated 8 days ago