This metric will show, on average of how many chat messages are missed by all your agents during the selected period of time. Due to the complex technicalities of capturing this metric, we will be assigning this metric to all team (under NO AGENT), rather than specific agents.
Formula: Chats Missed = Total Number of Chats - Total number of Served
Example: Agent A has a total number of 45 chats and he has served 15 chats. If we put this into the formula we will get 45 - 15 = 30
This metric is also used for calculating the Average % of Chats Missed.