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
- All chats assigned to an agent or department.
- Answered Chats
- All chats answered by a live agent.
- All chats transferred by an agent or ACD.
- Average Chat Time for answered chats that were transferred. Time from answering to transfer.
- Average Message Count for answered chats that were transferred.
- 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.