Group Chat Summary

The Group Chat Summary report focuses on the inbound *web chat totals for the selected groups. This report will provide summary totals for chat count, chats accept/missed, average chat speed of answer, and average/total chat 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 group(s)


Accepted Chat Count

Shows the total number of inbound web chats accepted by agents within the selected group(s)


Missed Chat Offer Count

Shows the total number of inbound web chats that were offered but missed by the agents in the selected group(s)


Avg Chat Speed of Answer

Shows the average amount of time that it took the group(s) to answer the chat


Avg Chat Duration

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


Total Chat Duration

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