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TonyPronk Member since 2015 3 posts
Cisco Systems
Posted: September 9, 2020
Last activity: September 9, 2020
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Pega Chat report

I am looking for information on reporting for Pega Chat but I am not finding much to give me an idea of what is available out of the box, some basic metrics my org would be interested in:

1. Abandon rate [a user initiates a web chat and drops it before an agent is able to pick it up]

2. Chat create & close time/date (total session time)

3. Chat transfers

 

 

***Edited by Moderator Marissa to update Content Type from Discussion to Question***

 

Pega Customer Service Reporting Manufacturing and High Technology Business Architect
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