Service Level Report
The Service Level Report allows you to view a list of all the times a chat request was made and missed, or a chat successfully took place. From here you can calculate your service level based on the time you determine your company should engage customers in a chat.
Features in Action
This chart shows the number of chats and missed chats within your service level:
The key filter for the Service Level Reports is called the “Response Gauge.” If your company feels that all chats should be answered within 60 seconds, you would set your response gauge within 60 seconds, including those chats that were missed if your filters were set to include missed chats.