Agent and System Service Level Statistics

From the Chat Agent Home dashboard, agents can view chat statistics, such as the available chat queues, the number of current chat sessions, active chats, waiting customers, average wait time, and average chat duration.

By default, all cumulative statistics are a representation of system activity for the last thirty minutes and are updated each minute. By configuring agent service level statistics, you can configure both the reporting, or “lookback” period, and the frequency of updates to meet your requirements. The agent service level statistics configuration settings are found in Chat/General/Service Level.

See How You Customize Configuration Settings and Chat with a Customer.