We'd like to be able to report on Chats where they were received and handled by one chat dept, but were then transferred to another dept. but that chat either dropped while waiting in queue before it could be assigned to another agent, or was assigned by another agent, but dropped before the agent responded.
Engagement1 - Handled by Dep1. - Then transferred to Dep2 but drops while in queue
Engagement1 - Handled By Dep1 - Then transferred to Dep2 - Was assigned to one or more other agent but those subsequent engagements were all missed by those agents and the chat ultimately drops before being handled by Dep2.
I've scoured Explore and cant find anything that can help us identify such instances. Any help appreciated and if currently not possible then definitely something that would be useful.
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