Account Utilization Report
This report allows you to view a number of non-agent specific statistics and trends. Using this report you can track the utilization, effectiveness, and all statistical data related to your chat system. This report can be filtered by a time range to analyze results for the specific time period of each day, week, month, or year.
Features in Action
A few of the key metrics this report will provide:
- Total Chats
- Missed Chats
- Missed Chat Ratio
- Average Queue Time
- Average Chat Time
- Average Queue Abandonment
One of the filters for this report, “show days with no activity,” provides the option to include days that have no chats or missed chats. By keeping this option turned off, you can keep the result set for any given time range limited to only those days that had any activity.