This report includes a breakdown of all button clicks (reactive and proactive) and their associated disposition.
Reported data:
If you need to look more closely at chat activity, use the Agent Activity report.
You can group and filter the report several ways in order to see the data from different perspectives.
When grouping by agent, note the following (for chats answered by multiple agents):
Department filters:
Unavail(able) - no operator was available to take the chat
Blocked - user was blocked so could not start chat
Abandon(ed) - user did not complete pre-chat survey
Unanswer(ed) - user left before receiving an answer
Answered - if None then it means an agent answered the customer, but then was transferred to another department, waited in a queue, and dropped before being assigned to an agent.
None in the Operator column may mean the following: