This metric will show, on average the percentage of how many chat messages are missed by an agent during the selected period of time.
Formula: Chats Missed = (Total Missed Chats / Total Chats (= is Total Chats served + Total Chats missed)) * 100
Example: Agent A has a total number of 45 chats and he has missed 7 chats. If we put this into the formula we will get 7/45=0.15 *100=15%.
Important: The Chats Missed % should display the inverse value from Zendesk chat acceptance % value.