--- title: Chat Detail Report slug: contact-center/chat-detail-report docTags: createdAt: 2025-10-22T04:26:33.954Z --- ### 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.