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Assigned Chats Data

  • August 12, 2021
  • 3 replies
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B

I'm trying to learn on how "assigned chat" is counted for each agent. I'm mainly concerned if "disconnected by customer" chats are still being counted as "assigned chats" even introduce themselves to the customer. 

If "disconnected by customer" chats are being counted as "assigned chats," is there another data point that I can check to see how many "assigned chats" were disconnected within 30 seconds by the customer? 

    3 replies

    R
    • Ramin12
    • August 13, 2021

    Hi Bernie,

    They would be still counted because assigned chat measures higher up in the funnel. Accepted/dropped/missed would happen after assignment.

    Can you elaborate on what you are trying to understand by looking at chats being disconnected after 30 seconds? Are you noticing this happening often? Are the majority of those occurrences from visitors on mobile devices?

    Thanks,

    Ramin

    B
    • Bernadette
    • Author
    • August 13, 2021

    Hi Ramin, 

    Regarding the "disconnected within (before) 30 seconds" statement, it's because after 30 seconds, we have set the chat to be reassigned to another agent if the previous agent wasn't able to respond in a timely manner so those should definitely be counted as "missed" and should affect their acceptance rate. However, the chats where the customer disconnects before the 30 seconds shouldn't affect the acceptance rate. 

    Is there a counter for that or a particular data I should be looking at? 

    R
    • Ramin12
    • August 16, 2021

    Currently, there is no metric that would measure the acceptance rate of only completed chats. Only workaround would be to export chats from History into a CSV with a filter on only completed chats and then review the chats individually. If we do decide to change how acceptance rate is measured, we will let you know here but there are no current plans in the next 9 months to do. 

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