Hi all,
My organisation has a Service Desk utilising Chat with a 30 second answer limit before the chat is routed to the next agent. Is it possible to identify how many times agents let waiting chats timeout, or how many times they press reject?
I can see how many chats were answered and how long it took, but I can't tell how many Chats PersonX was offered, if they answer 100% of chats presented or 0% or how long it takes them to answer. These are all pretty important metrics so I assume I'm missing a table somewhere.
Thanks in advance.
