determining who picked up what chat that was rolled over

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  • Devan - Community Manager
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    Hello Alain,

    So this should be something you can identify within the Chat History via Analytics and in the API. I've included an article that goes into further detail on how to locate and utilize this information so you can use it for your team training needs. 

    Browsing past chats in History

    Best regards. 

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  • Alain Gagne
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    I see that I can use History but will it actually show who the chat was originally assigned to ?

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  • Devan - Community Manager
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    Hello Alain,

    So if the agent were to reply it would 100% show up in the history, however, if the agent has not replied to the chat invite then it will not show up in the history but it will show up in reporting/analytics. So the best way to gather this information would be to utilize Explore or the API to drill down into metrics on the acceptance rate of agents. I've included an article that goes into detail on Accepted chats vs Served chats, I've also included an article that explains Chat Analytics in further detail for your reference.

    Best regards.  

     

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