Skill Chat Summary

The Skill Chat Summary report is a Summary report that provides information for inbound chats* coming into selected Xima CCaaS Skills.

As indicated, the Skill Chat Summary report is a Summary report. This means that each skill selected will be displayed on its own individual line next to its specific statistics for the given report.

*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

Skill
This column displays the selected Xima CCaaS skill(s) in alphabetical order

Chat Count
This column displays the total number of inbound chats associated with the selected skill(s)

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

Missed Chat Count
This column displays the total number of external chats that were missed by agents within the selected skill(s), meaning that the agent did not answer or accept the presented chat in the given amount of time.

Avg Chat Speed of Answer
This column displays the average amount of time that it took agents in the selected skill(s) to answer the chat when it was presented.

Total Chat Duration
This column displays the total combined duration of all chat events associated with the agent(s) within the selected skill(s).

Avg Chat Duration
This column displays the average duration of all chat events associated with the agent(s) within the selected skill(s).

Max Chat Duration
This column displays the maximum (longest) duration of all chat events associated with the agent(s) within the selected skill(s).