Also, if there’s a way to track average length of time spent on the chat, that would be helpful.

Checking to confirm - is this for RingCX?

Yes, it’s for RingCX.

Hey, ​@UBofMI Sorry that it took me a minute. 
Let’s see if this is of any help:
The best option is the Inbound Interactions Overview Dashboard, however there is a Custom Historical Report that might also be handy. 

For the former, Inbound Interactions Overview Dashboard:
This standard historical dashboard provides an overview of all inbound interactions and can be filtered by channel type.

• How to Find It:

  1. Go to the Analytics tile in RingCX.

  2. Select Historical Dashboards.

  3. Choose Standard and then Inbound Interactions Overview.

• How to Use It:

  • Filter: Apply the Channel Type filter and select Digital (or the specific digital channels you use, like Chat, SMS, etc.).

  • What it tracks: This dashboard will provide metrics that cover your requirements, specifically:

    • Total Chats/Interactions: Number of online chats that came through (Presented/Queued).

    • Chats Answered by Agents: The count of Answered interactions.

    • Abandoned Chats: The count of Abandoned interactions, which typically includes chats where the customer left while waiting in the queue.

The latter, Customer Historical Report:

• How to Create It:

  1. Go to Analytics and select Historical Reporting.

  2. Choose the option to Create New Report or Create Custom Report.

  3. Select the relevant dataset, such as Interactions or Segments.

• Key Metrics to Include:

  • Total Interactions / Presented: The number of chats that were initiated and presented to the queue.

  • Answered: The number of chats that were connected to and handled by an agent.

  • Abandoned: The number of chats where the customer disconnected before an agent answered.

  • Channel Type: Use this as an attribute or a filter to focus only on your digital chats.

  • Digital Queue: Use this attribute to break down the data by specific chat queues.

• Filtering: Make sure you filter the report by Channel Type = Digital (or Chat) to isolate the data from voice interactions.

Let me know if this helps or if we’re just scratching the surface.
 

Thank you for taking the time to address this.  The first option appeared to cover what I was looking for.  Have a great day!

Heck yes - Happy weekend! Hope to see you back around the Community!