Conversation detail and abandonment reports
Inspect individual conversations and separate abandoned, withdrawn and missed work when investigating performance.
What it is
Conversation Detail lists the conversations behind your reporting figures. Abandoned Conversation and Withdrawn Conversation focus on unanswered outcomes. Their chat-specific equivalents help you investigate demand that did not become a handled chat.
Who uses it and why
Supervisors investigate service problems and check the history behind totals. Operators with the Reports role find individual conversations and review their recorded handling.
Where to find it
Use Reports › General › Conversation Detail, Abandoned Conversation or Withdrawn Conversation for the available cross-platform selection.
Under Reports › Live Chat, use Chat Detail, Abandoned Chat, Withdrawn Chat or Missed Chats. Social, Text and Voice Calls also provide channel-specific detail reports.
How it works
- Select the website, dates and detail report.
- Use the available filters to narrow the conversation type, platform, operator, team, subsite, tags or other attributes.
- Select Apply Filters.
- Read the conversation's start and end times, operators, handling measures and attributes. Open a linked conversation identifier to inspect Chat History.
Columns vary by report and website setup. They can include queue and response times, messages, visitor device and contact details, departments, dispositions, events, survey scores and related payment or assistant activity.
Use the unanswered reports separately:
| Report | What it helps explain |
|---|---|
| Abandoned Chat | Unanswered chats marked abandoned, including queue expiry and transfer cases. |
| Withdrawn Chat | Unanswered reactive chats classified as withdrawn; the report describes visitors ending a broadcast chat before receiving a response. |
| Missed Chats | Broadcast requests an operator missed or declined. |
Abandoned Status can show Assigned, Unassigned, Assigned + Queued, Transferred or Transferred + Queued. Leaving its selection empty includes the available abandoned categories and excludes withdrawn chats.
Configure it
There is no separate record editor for these reports. Set the filters each time you investigate a group of conversations.
Someone with the Settings or Manager role can review Can view Customer PII and Conversation Data on your account at Settings › Account › Operators. Applicable report views mask protected contact fields when this permission is absent.
Permissions
| Permission | Lets you |
|---|---|
| Reports | View conversation detail and unanswered-work reports. |
| Can view Customer PII and Conversation Data | View protected customer information in report views that apply personal-data masking. |
Limits and good to know
- Abandoned and withdrawn chat reports select reactive chats that did not become active and exclude spam.
- These reports select conversations by their start date. A conversation ending during the period may have started earlier.
- A missed offer is an operator routing event. Another operator may still have accepted and handled that conversation.
- Transfers can create several handling segments. Do not count each segment as a separate customer conversation.
- Masked or deleted information may no longer be readable in the supporting history.
Depends on and works with
+4 more · this feature uses
- Conversation lead capture and follow-upEnhances
INSIDE lead capture supplies the Lead Created indicator in applicable conversation detail.
- Report selection and filtersRequires
Select detail reports and filters in the reporting workspace.
- Broadcast acceptance and queue action reportsRelated
Broadcast and transfer logs help explain the routing actions behind unanswered conversations.
- Customer identity and conversation visibility permissionsConfigured by
Customer-data permission and field classification affect visible contact information.
+2 more · used by
- Availability Log for routing investigationsRelated
Conversation detail provides handling context for an availability or routing investigation.
- AI assistance, translation and sentiment reportsRelated
Conversation detail helps investigate the conversations behind assistance, translation and sentiment results.
View all connections as a list
This feature uses
- Starting, ending and expiring chatsRequires
Conversation lifecycle activity supplies the reported records and outcomes.
- Chat queueEnhances
Queue history explains unassigned and queued abandonment.
- Broadcast for acceptanceEnhances
Broadcast offers explain missed or declined requests.
- Transferring conversationsEnhances
Transfers add handling segments and transfer-related abandonment.
- Spam review and blockingConfigured by
Spam classification determines whether a conversation is excluded from abandoned and withdrawn chat results.
- Conversation history and searchEnhances
Conversation history provides the messages behind a report row.
- Tags and conversation dataConfigured by
Tags and data-field definitions determine the available conversation attributes and matching filters.
- PCI Payment Form in web chatEnhances
Payment forms add request, completion, duration and value details to applicable web-chat results.
- Conversation lead capture and follow-upEnhances
INSIDE lead capture supplies the Lead Created indicator in applicable conversation detail.
- Report selection and filtersRequires
Select detail reports and filters in the reporting workspace.
- Broadcast acceptance and queue action reportsRelated
Broadcast and transfer logs help explain the routing actions behind unanswered conversations.
- Customer identity and conversation visibility permissionsConfigured by
Customer-data permission and field classification affect visible contact information.
Used by
- DispositionsRelated
Conversation reports can be filtered by disposition and missing classification.
- Conversation history and searchRelated
Conversation detail reports provide outcome and abandoned-work views alongside history.
- Report selection and filtersEnhances
Detail reports let you inspect the conversations behind linked report figures.
- Chat performance and tab visibility reportsRelated
Conversation detail helps investigate abandoned and withdrawn work behind summary figures.
- Broadcast acceptance and queue action reportsRelated
Conversation detail shows what happened after a broadcast offer, transfer or queue action.
- Sales attribution and conversion reportsRelated
Conversation detail helps investigate the handling associated with a credited sale.
- Product recommendation and purchase reportsRelated
Conversation detail provides handling context when investigating a recommendation or purchase.
- Customer survey and NPS reportsRelated
Conversation detail provides handling context for an individual customer survey response.
- Availability Log for routing investigationsRelated
Conversation detail provides handling context for an availability or routing investigation.
- AI assistance, translation and sentiment reportsRelated
Conversation detail helps investigate the conversations behind assistance, translation and sentiment results.
FAQ and troubleshooting
Why is a missed request absent from Abandoned Chat?
Another operator may have accepted it. Use Broadcast Log Report to inspect the offer actions and Chat Detail to check the outcome.
Why can I not find a chat that ended yesterday?
Include its start date in the range, then check website, platform and other filters.
Why are contact details hidden?
The fields may be protected by customer-data permissions or privacy masking. Ask someone with the Settings or Manager role to check your account permissions.
Why do abandoned and withdrawn totals differ?
They are separate recorded outcomes. Check both reports when reviewing unanswered reactive demand.