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Monitor chat queues

Monitor chat queues

Chat queues can yield useful Key Performance Indicators (KPI) for evaluating support effectiveness.

  • Queue Wait Time: amount of time a user waits in the queue before a help desk agent accepts the request.
  • Percentage of Chats Abandoned: users that exit the queue before an agent responds (user stopped waiting).
  • Percentage of Chats Accepted: requests that are answered by an agent.
Note: This information is not calculated automatically. Administrators may calculate these values based on data collected by chat queues.