HELP FILE

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.

Fastpath: report.boldchat.com > New Report > Chat > Chat Assignment
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.
Note: For Bold360 ai subscribers, the calculation method of certain chat report metrics are effected by conversations with the chatbot as described in Chat reports involving a chatbot.