What is the difference between dropped chats and missed chats?
Dropped chats are the number of chats where the conversation with an agent ended with an unanswered message from a visitor.
Missed chats are the number of chats where the visitor left without being served by an agent. Missed chats also include chats served by an agent, but no agent message was sent before the chat ended.
For more information about Chat metrics, see the article: Metrics and attributes for Zendesk Chat.