Missed chats

Missed Chats

Missed chats represents incoming chat calls that reached session closure without fulfilling the dual requirement of an Accept event and simultaneous visitor-agent overlap. This includes chats declined by agents, chats closed before acceptance, and late accepts where the visitor never returned.

•Individual routing: Under Individual Routing ("Random" or "Round Robin"), a missed chat is credited directly to the Assigned Operator's row. This metric clearly pinpoints agents who fail to pick up routed calls.

•"To All" routing: Under "To All" routing, individual operator rows do not have a Missed chats counter. Because calls are broadcast to multiple agents simultaneously, an unanswered chat is considered missed by the collective team, not by any specific individual. Missed chats under "To All" are recorded solely in the Company/Total summary row.