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. Monitor help desk chat tasksHelp Desk Chat requests are tracked in the Chat queue entries table, which appears as a related list on the associated chat queue record.