Engage Voice | Real-time reporting Chat widget metrics

Last updated on July 23, 2021

Here are the metrics or attributes that comprise this widget:

Name: The name of the chat queue.
Presented: The number of chats sent to the chat queue.
Average SOA (Average Speed of Answer): The average amount of time it takes chats to be answered.
Answered: The number of chats answered from the chat queue.
Deflected: The number of chats disconnected by the system before reaching an agent.
Abandoned: The number of chats where the customer disconnected while waiting in queue.
Average Abandon: The average time that customers have waited in queue before disconnecting.
Average Chat Time: The average time agents have spent handling chats.
Live: The current number of chats that are in the stages of queued, routing, or connected.
Queued: The number of chats that are currently waiting in queue to be answered.
Routing: The current number of chats that the system is attempting to dequeue to an agent.
Connected: The current number of chats that are connected to an agent.
Average Queue Time: The average time chats spent in queue waiting to be handled.
Staffed: The number of agents that are logged into that particular queue.
Available: The number of agents logged into that particular queue who are in an Available state.
Utilization %: The percentage of staffed agents that are not available. This also shows the percentage of agents currently utilized.
State: Displays whether the queue is currently open or closed. This is based on the daily schedule set up by an admin.