Monitor chat queues

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 1 minute to read

    • Chat queues can yield useful Key Performance Indicators (KPI) for evaluating support effectiveness.

    • Queue Wait Time: amount of time a user waits in the queue before a help desk agent accepts the request.
    • Percentage of Chats Abandoned: users that exit the queue before an agent responds (user stopped waiting).
    • Percentage of Chats Accepted: requests that are answered by an agent.
    Note:
    This information is not calculated automatically. Administrators may calculate these values based on data collected by chat queues.