This metric will show, on average of how many chat messages are missed by an agent during the selected period of time.
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.