Chat Assignment report

Genesys DX

Chat Assignment report

Analyze the flow of chat-work across your organization.

Includes data for chats that were assigned by Automatic Distribution, re-assigned by the AD, and/or transferred by another agent.

Tip: Offered, abandoned, and reassigned chats are counted only once. For example, if the same chat was abandoned by the same operators more than once, it nonetheless shows in the report as one chat.

Fastpath: report.boldchat.com > New Report > Chat > Chat Assignment

Report availability: Premier, Enterprise

Offered: All chats assigned to an agent or department.
Answered Chats: All chats answered by a live agent.
Transferred: All chats transferred by an agent or ACD.
ACT: Average Chat Time for answered chats that were transferred. Time from answering to transfer.
AMC: Average Message Count for answered chats that were transferred.
ASA: Average Speed to Answer for answered chats. Time from agent receiving assignment to the time it was answered.

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