Chat Detail Report

overview the chat detail report provides comprehensive information about every chat interaction initiated and received by the system within a campaign each row in this report represents a unique chat session , capturing all critical parameters — from the customer source and handling queue to response times, duration, and agent engagement details if a single chat was handled by multiple agents (e g , due to transfers), it will be represented by multiple rows , one per agent or queue transition this report offers 360° visibility into all chat interactions , enabling supervisors and analysts to assess handling efficiency, response performance, and missed chat trends key concepts missed in queue chats that remained unassigned and were disconnected before being picked up by any agent these typically represent customers who abandoned the session while waiting in queue missed by agent chats that were assigned to an agent but disconnected by the customer (or in some cases, ended by the agent) before engagement was completed purpose use this report to audit all incoming and outgoing chat interactions at a granular level identify customer experience gaps caused by long wait times or unattended chats track agent performance across chat handling, transfers, and responsiveness improve queue allocation, channel efficiency, and sla compliance report fields column name data type definition # number row number for each entry in the report campaign id string unique identifier of the campaign in which the chat interaction occurred chat id string unique identifier for the chat session represented in the row chat time string date and time when the chat arrived in the contact center system queue name string name of the queue where the chat was initially routed or handled queue id string unique identifier of the queue associated with this chat customer name string name of the customer engaged in the chat session this field may remain blank if the customer is unidentified email string email address of the customer engaged in the chat (if provided) phone string phone number of the customer associated with the chat session customer id string unique identifier of the customer in the crm or contact database source string the originating channel or platform from which the chat was initiated (e g , web chat, whatsapp, messenger) chat status string current or final status of the chat interaction • served chat was successfully attended by an agent • missed chat was not served and disconnected served by string name of the agent who attended the chat session agent first response time duration time taken by the agent to send the first response to the customer after the chat was assigned total customer wait time duration total duration the customer waited during the chat lifecycle if the chat was transferred between queues, this includes cumulative wait time across all transfers total chat duration duration total time duration of the chat session from initiation to closure disposition string final outcome or reason for chat closure, as selected by the agent (e g , “resolved,” “callback,” “escalated”) number of agents who handled this chat number total number of agents involved in handling this chat, including transfers between queues chat type (transferred/requested) string indicates whether the chat was a requested chat (initiated by the customer) or a transferred chat (forwarded from another agent or queue) how to interpret the report chat time & queue details → track chat inflow by time and distribution across queues to identify busy intervals customer wait time & first response time → reveal operational bottlenecks and response efficiency total chat duration → measures overall engagement time — longer durations may indicate complex interactions or slower handling chat status (served/missed) → quantifies customer experience quality and service accessibility disposition analysis → helps determine the outcome and nature of chats (e g , resolved, follow up needed, missed) multi agent handling → highlights chats requiring collaboration or escalation, which may need workflow optimization example chat id customer name source queue name chat status served by agent frt total chat duration disposition cht 10245 priya sharma web chat sales queue served rajesh nair 15s 4m 23s resolved cht 10248 rahul verma whatsapp support queue missed – – – – cht 10252 sneha kapoor web chat escalation queue served aditi mehta 42s 6m 18s callback scheduled key insights metric what it indicates agent first response time (frt) measures promptness in engaging new chats total customer wait time reflects customer experience before response total chat duration represents handling time and complexity of conversation missed in queue / missed by agent identify unserved chats and potential capacity issues number of agents per chat tracks handoffs and collaboration levels disposition trends provides insight into the nature and resolution of chats best practices regularly monitor frt and wait times to maintain sla adherence analyze missed chats by queue or agent to address staffing or process gaps evaluate multi agent chats to improve transfer efficiency use disposition data to categorize customer intent and refine support workflows combine this with the chat channel report to correlate channel performance with agent responsiveness