This metric represents the average rate of chats rated good for one agent during the selected period of time.
Formula: Chats Rating = Total Chats rated good / (Total chats rated good + Total chats rated bad) x 100
Example: Agent A had 22 chats of which 5 were rated bad and 17 were rated good. Putting this into the formula we get: 17/(17+5)= 0.77 * 100 = 77%