How can I check if the agents are doing chat avoidance?

[lpineda]

Hello!

I have been exploring service now looking for a way to identify if there is any agent avoiding chats. As they are supposed to take them as they are received, I wanted to check if there is a report of missed chats non taken.

If there is anything like it, do let me know. 

Thanks!

[Amit Verma]

Hi @lpineda 

Below link might be helpful to start your analysis :

https://www.servicenow.com/community/agent-chat-routing-and-sidebar/part-3-how-to-check-agent-presen...

Thanks and Regards

Amit Verma