Chat Queue Statistics are available in Live Assist for Microsoft Dynamics 365 version 3.12 (Automatically released to v3 customers in July '18). It also requires Live Assist Solution v 22.214.171.124. If needed you can upgrade the solution using this guide.
If enabled on your Organization, statistical data about your chat services are collected and can be used to measure an engagement's effectiveness.
Enabling Chat Queue Statistics
The Chat Queue Statistics is not enabled by default. You can enable it via the Live Assist Administration Portal. See Configure Features.
See Also: Chat Queue Statistics API
A report can be retrieved from under the Live Assist -> Reports - > Chat Queue Statistics menu.
The Active Chat Queue Statistics page lists:
- Active Chat Queue Statistics
- It is also possible to customize your own views
From the selected view you can review the statistics of each Skill group and export the data into different formats, such as Microsoft Excel
If you select a Skill Group and click 'Edit' you can view the data for the given Window:
The latest data is collected once an hour and collated and stored in 5-minute windows for each Engagement Skill.
Thus, any events will be recorded within 65 minutes of the window end time.
There is an API to access the Chat Queue Statistics, details of these values and suggested uses of these metrics can be found on the Chat Queue Statistics API article.