Chat Volume Report

This report provides information on trends in chat volumes. It shows the number of chats handled in various queues, chats handled within a service level, the average time in queue, the average handle time, and the number of chats abandoned before an agent picks up the request. A manager can use this report to see how effective the organization is in meeting service levels.

DB View

This report maps to this DB View: ChatVolumeView.

Enter Parameter Values for an Integrated Installation

If you are running Reports in an integrated Response Live installation, refer to this section. If you are running Reports in a stand alone Response Live installation, refer to the section for stand alone reports.

Find Criteria

All

Select all criteria.

Date Range

Select this option to find by a date range. The database searches for completed messages within this date range. Select the date range from the menu:

Today
This Week
This Month
This Year
Yesterday
Last Week
Last Month
Last Year

Fields

Select this option to search using the available query fields.

Queue in

The department conducting the chat.

Name

Select from more than one choice.

Service Level

Provide input in minutes.

Date Predefined Range

Select the date range you want to search from the menu. The choices are:

Today
This Week
This Month
This Year
Yesterday
Last Week
Last Month
Last Year

Date Value Range

Enter the date range you want to report to cover.

Beginning Date – Type the start date of the period you want the report to cover. The format is MM/DD/YYYY.
Ending Date – Type the end date of the period you want the report to cover. The format is MM/DD/YYYY.

Enter Parameter Values for a Stand Alone Installation

If you are running Reports in a stand alone Response Live installation, refer to this section. If you are running Reports in an integrated Response Live installation, refer to the section for integrated reports.

Find Criteria

All

Select all criteria.

Date Range

Select this option to find by a date range. The database searches for completed messages within this date range. Select the date range from the menu.

Fields

Queue

ALL, select specific queues from a list.

Service Level (In Minutes)

Provide input in minutes.

Beginning Date

Type the start date of the period you want the report to cover. The format is MM/DD/YYYY.

Ending Date

Type the end date of the period you want the report to cover. The format is MM/DD/YYYY.

Report Results

The following table describes the information provided in the Chat Volume Report columns. All times in this report are displayed as HH:MM:SS.

Column	Description
Queue Name	Shows the queues selected.
Total Calls Handled	Shows the number of chats serviced in the queue. That is, ”r;the number of chats started and finished within the selected time frame.
Average Wait Time	Shows the average time spent in a queue by the customer before being picked up by an agent, after filling out entry form.
Average Handle Time	Shows the average time spent by agents helping customers. Handle Time is the time from the end of the chat to the start of the chat.
Within Service Level	Shows the number and percentage of chats serviced within the service level (from time customer initiated the request to when the agent first started chatting with them). Service level is provided as report input parameter.
Calls Abandoned	Shows the number of chats abandoned by customers before the chats were picked up by agents from a queue, and the average time spent by customers before the chat was abandoned. Abandon time is calculated from the time the customer initiated the request to when they exited the session before being picked up by agent.

Output

Select the output that you want the report to be delivered in. This can be DHTML, HTML, Applet, PDF, text, Excel, PS (PostScript), RTF and XML.

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