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Real-time reporting
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.
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