Group Chat Queue Summary

The Group Chat Queue Summary report focuses on the web chat* queue for the selected groups. This report will provide summary totals for chat count, chat queue accept/missed, and total/average/maximum duration of the client's chat queue duration.

This report is a group summary report. This means that each group selected will be displayed on its own individual line next to its specific statistics for the given report.

The web chat feature requires the Web Chat module license. If the license has not been purchased, and the report is run, the columns will present no information.

Screenshot

Column Descriptions

Group

Displays the names of the selected phone system groups in alphabetical order.

Chat Count

Shows the total number of inbound web chats for the selected skill(s).

Chat Queue Accept Count

Shows the total number of queued web chats accepted by an agent from the selected group(s)

Chat Queue Missed Count

Shows the total number of queued web chats missed by the selected group(s)

Total Chat Queue Duration

Shows the total duration of all queued web chats associated with the selected group(s).

Avg Chat Queue Duration

Shows the average duration of all queued web chats associated with the selected group(s).

Max Chat Queue Duration

Shows the maximum duration of all queued web chats associated with the selected group(s).