In the Queue agents chat statistics report, once an agent clicks 'Take' on an incoming chat, the 'Answered' field increases by +1. When any agent selects 'Dealt with' on a chat, the report reflects this action. However, the number in the 'Dealt with' column is almost always higher than in the 'Answered' column. Shouldn't an agent first take the chat before selecting 'Dealt with'? "So, assuming I understood that correctly, I guess I'm trying to understand where the discrepancy is coming from.
Thank you!
Thank you!
