Chat Monitor Column Headings
This information is displayed on the Chat Monitors for administrators and managers.
Service Group Panel
| Column Heading | Description |
|---|---|
| Service Group | The name and tier of the service group. |
| Queued Chats | The number of requested chats that are awaiting responses. |
| Avg. Wait Time (Sec) | The average number of seconds between the chat request and acceptance during the current calendar day. |
| Avg. Wait Time (Min) | The average number of minutes between the chat request and acceptance during the current calendar day. |
| Total Abandoned | The number of requested chats that timed out or were not accepted by all agents during the current calendar day. |
| % Abandoned | The percentage of requested chats that timed out or were not accepted by all agents during the current calendar day. |
| Last Hour Total | The number of chats that were closed within the 60 minutes since the chat monitor was last refreshed. |
| Today's Total | The total number of chats that were requested during the current calendar day. |
Chat Agent Panel
| Column Heading | Description |
|---|---|
| Name | The agent's first and last name. |
| Service Group | The name and tier of the service group. |
| Status | The current availability of the agent for
chat. Available: The agent is logged into the system and marked available for the service group in the chat queue. Unavailable: The agent is not logged into the system or is not marked available for the service group in the chat queue. |
| Active Chats | The number of accepted chats that have not been closed. |
| Last Hour Total | The number of chats that were closed within the 60 minutes since the console was last refreshed. This value is recalculated when the console is refreshed or when the user re-accesses the chat monitor. |
| Avg. Chat Time (Min) | The average chat duration based on the time elapsed from the time the chat was accepted to the time the chat was closed. This includes chats that were closed on the current calendar day. |
| Accepted | The number of chats that the agent accepted during the current calendar day. |
| Rejected | The number of chats that the agent rejected during the current calendar day. |