The Missed Chat Snapshot is a dashboard that provides data about agent status, group status, max chat settings, and reason for individual missed chats. For cumulative missed chat data please refer to the Account Utilization Report
Filters
The Missed Chat Snapshot offers:
- Date range selector
- primary/secondary date filters
- Filter by Group
- Show/hide offline agents
- Search for a specific engagement ID
Data
| Name | Description |
|---|---|
| Day and Date | The day of the week and date of the missed chat. |
| Time | The time of the missed chat based on the account timezone settings. |
| Group | The name of the group where the chat was missed. |
| Available | The number of agents that were available when the chat was missed. |
| Online | The number of agents that were logged in to Velaro when the chat was missed. |
| x/x slots used | The number of chat slots being used over the total number of chat slots available. Chat slots are determined by each available agent's max chat settings. |
| Reason | Reason why the chat was missed. |
| Agent View | Toggle shows/hides information about agents in the group:
|