Resolve Served Chats Discrepancy - Frequently asked questions
Frequently asked questions
Why is there a discrepancy in Served chats between Analytics and Explore?
The discrepancy in Served chats between Analytics and Explore is due to how each tool counts chats. Analytics excludes chats with the Chat completion value of 'Not Engaged', while Explore includes them by default. To align the reports, you can add…
What does 'Not Engaged' mean in Chat Completion?
'Not Engaged' in Chat Completion means the agent joined the chat proactively but didn't send a message to start the conversation. This status affects how chats are counted in Analytics and Explore. In Analytics, 'Not Engaged' chats are excluded,…
How can I reproduce Chat Analytics reports in Explore?
To reproduce Chat Analytics reports in Explore, you need to add a specific filter. Exclude chats where the Chat Completion is 'Not Engaged'. This adjustment will help align the metrics between the two tools, as Explore includes 'Not Engaged' chats…
Why shouldn't Analytics and Explore be compared side by side?
Analytics and Explore should not be compared side by side because they count chats differently. For example, Analytics counts each agent's involvement in a chat as a separate Served chat, while Explore counts the entire chat session as one. This…
How does the time filter differ between Analytics and Explore?
The time filter in Analytics and Explore differs in what data it links to. Explore's data is based on chat engagement and tickets, while Chat Analytics considers every chat, whether online or offline. This difference can affect how time-based…
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