Reports on Instant Messaging allows you to view a detailed breakdown on Instant Messaging activity i.e. chat handling.
Headings defined
|
Total Chats Received |
The total amount of chats received |
|
Longest Waiting Chat |
The longest time it took for a chat to be answered |
|
Average Wait Time per Chat |
The average time it took for a chat to be answered |
|
Total Workload Today |
Total of chats received for the day |
|
Carried Over from Previous Day(s) |
All chats not answered from the previous day |
|
Carried Over to Next Day(s) |
All chats answered on that particular day |
|
Total Handled Chats |
Total amount of chats that were handled |
|
%Chats Handled |
Percentage of chats handled |
|
Average Handle Time per Chat |
The average time it took to handle a chat |
|
Total Chats Served Out of SLA |
Total chats served to agents after the time specified |
|
Chats Served Out of SLA |
Chats served out of SLA |
The following steps will enable you to download the Waiting Room Instant Messaging Distribution Report:
Step 1: Go to your Admin Dashboard and click on Reports
Step 2: Go to the Waiting Room tab
Step 3: You can then select Instant Message Distribution Per Day or By Work Type
Step 4: Define the criteria required and click on Download report
Instant Messaging Report by Work Type:
Instant Messaging Report by Day:
