Chat Calls

Chat Calls

Chat calls metric represents the total number of incoming visitor chat requests routed by the server to an agent. This counter is evaluated immediately at server call creation (e.g., when the visitor submits the pre-chat survey or starts the chat).

•Under individual routing: Only the single agent selected by the distribution algorithm (Random or Round Robin) or chosen by the visitor via Preferred Operator receives +1 to Chat calls.

•Under "To All" routing: Every online, eligible agent in the recipient set at the exact millisecond of call creation receives +1 to Chat calls. Crucially, if an agent changes status to Online while a call is already pending, that agent is not added to the recipient set and does not receive the call or the counter increment.

•Transfers and invitations: An unaccepted transfer or co-worker invitation does not create an additional Chat call for the recipient. The original assignee retains the Chat call counter.

•Company totals invariant: At the account/company level, an incoming visitor chat increments Company/Total Chat calls by exactly 1, regardless of distribution mode. Consequently, under "To All", the Company Total Chat calls is substantially less than the mathematical sum of all individual agent Chat calls.