Question

What is the difference between dropped chats and missed chats?

Answer

Dropped chats are the number of chats where the conversation with an agent ends with an unanswered message from a visitor. Either the agent or the visitor ends the conversation in dropped chats.

Missed chats are the number of chats where the visitor leaves and no agent serves them. Missed chats also include chats where an agent is available, but they don't send a message before the chat ends.

For more information, see Metrics and attributes for live chat.