Purpose and Features
The “General Chat Traffic” report, located within the new reporting module, is designed to allow organizations to monitor all chat traffic occurring during customer service operations in detail. Through this report, performance metrics such as incoming, queued, answered, or timed-out chats within a selected date range can be viewed on a single screen.
The report enables users to analyze the operational load of their chat interactions.
The main features of the report are as follows:
Date Filter: The report can be generated by selecting a specific date or date range.
Columns:
Date: The relevant day’s date.
Incoming Chats: The total number of chats received by the system.
Queued Chats: The number of unique chats that entered the queue.
Total Queue Entries: The total number of queue entries, including cases where a chat re-enters the queue due to transfer or park scenarios within the same chat flow.
Answered Chats: The number of queued chats that were answered by agents.
Timeout Chats: The number of queued chats that were not answered within the designated time limit.
Rejected Chats: The number of queued chats that were rejected by agents.
Total Duration: The total time difference between the start and end times of all chats.
Logged In Agents: The total number of agents who logged into the system on the given date.
Available Users, Admins, Supervisors, Agents, Reporting: Shows the distribution of users logged into the system by role.
Thanks to this detailed column structure, both the overall operational load and the workload by user role can be clearly monitored.
Benefits
The General Chat Traffic Report allows call center or customer support teams to evaluate both real-time and historical performance.
The main benefits of this report include:
Operational Efficiency Tracking: Enables performance and workload analysis based on the number of incoming and answered chats.
Time Management and Quality Control: The ratio of timed-out or rejected chats provides key insights into agent workload and service quality.
Resource Planning: Daily or weekly analysis of agent numbers and availability rates helps optimize shift planning.
Managerial Visibility: Reporting users can monitor team performance in real time and export report outputs for use in meetings or audit processes.
Setup
The General Chat Traffic Report is integrated into the system under New Reporting > Chat.
Usage Steps
Navigate to New Reporting > Chat > General Chat Traffic.
Select the desired date or date range through the date filter.
Reports cannot be generated for the same day.
The columns specified in the report will be automatically listed on the screen.
The report can be exported if needed.
