Why is there a discrepancy between accepted and served chats?

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1 Comments

  • CJ

    I don't see any metrics for "accepted chats". I do have a metric, "Accepted Assignments". Was this metric renamed since this was written? 
    My problem is that the "Accepted Assignments" metric is actually higher than the number of served chats, total. Is this a known issue as well? I'm completely baffled how more chats could be accepted through assigning, than were served. 



    Edit: I now know the reason Accepted Assignments can be higher than Served Chats, is because agents can accept an assignment, but fail to get a message in before the requester exists, which is marked as a Missed Chat, not a Served Chat, but is still an Accepted Assignment. 

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