Skill Chat Summary

Inbound Web Chat statistics for each selected skill over the selected time frame.

The Skill Chat Summary report shows inbound Web Chat statistics for each selected skill over the selected time frame. It is a Skill row type Summary-style report.

⚠️
Requires the Web Chat Channel License
The chat columns show no data if the Web Chat Channel license has not been purchased.

Report Columns

Column	Definition
`Skill`	The skill being reported on.
`Chat Count`	The total number of inbound chats associated with the skill.
`Answered Chat Count`	The total number of inbound chats accepted by agents in the skill.
`Missed Chat Count`	The total number of inbound chats presented to the skill but not accepted in time.
`Avg Chat Speed of Answer`	The average time it took agents in the skill to accept a presented chat.
`Total Chat Duration`	The total combined duration of all chat events associated with the skill.
`Avg Chat Duration`	The average duration of all chat events associated with the skill.
`Max Chat Duration`	The longest duration of any single chat event associated with the skill.

Updated 8 days ago