Accepted chats

Accepted Chats

Accepted chats measures the number of incoming visitor conversations successfully handled by an agent. Evaluated after final chat-session closure, this counter is governed by a strict invariant:

•The overlap invariant: To increment Accepted chats, there must be an explicit Accept event and at least one moment of simultaneous presence (overlap) between the accepting agent and the visitor in the chat room.

•Late accept without overlap: If a visitor disconnects or closes their window before acceptance, and an agent subsequently clicks Accept in an empty room, the chat is not counted as accepted. If the visitor never returns, the counter remains unchanged.

•Late accept with reconnection: If an agent performs a late accept while the visitor is temporarily offline, and the visitor reconnects to the same session before final server closure, simultaneous presence is established and the chat successfully converts to an Accepted chat.