# Conversation detail and abandonment reports

Inspect individual conversations and separate abandoned, withdrawn and missed work when investigating performance.

*Release 3.3 · operator, supervisor*

**Reports › General › Conversation Detail** · **Reports › General › Abandoned Conversation** · **Reports › General › Withdrawn Conversation** · **Reports › Live Chat › Chat Detail** · **Reports › Live Chat › Abandoned Chat** · **Reports › Live Chat › Withdrawn Chat** · **Reports › Live Chat › Missed Chats**

## 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 **Abandoned Conversation** and **Withdrawn Conversation** focus on unanswered outcomes.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Use **Reports › General › Conversation Detail**, **Abandoned Conversation** or **Withdrawn Conversation** for the available cross-platform selection.

Under **Reports › Live Chat**, use **Chat Detail**, **Abandoned Chat**, **Withdrawn Chat** or **Missed Chats**.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

1. Select the website, dates and detail report.
2. Use the available filters to narrow the conversation type, platform, operator, team, subsite, tags or other attributes.
3. Select **Apply Filters**.
4. 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| **Withdrawn Chat** | Unanswered reactive chats classified as withdrawn; the report describes visitors ending a broadcast chat before receiving a response.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

### This feature uses

- **Requires** [Starting, ending and expiring chats](CHAT-001.md): Conversation lifecycle activity supplies the reported records and outcomes.
- **Requires** [Report selection and filters](REP-001.md): Select detail reports and filters in the reporting workspace.
- **Configured in** [Spam review and blocking](CHAT-020.md): Spam classification determines whether a conversation is excluded from abandoned and withdrawn chat results.
- **Configured in** [Tags and conversation data](CHAT-031.md): Tags and data-field definitions determine the available conversation attributes and matching filters.
- **Configured in** [Customer identity and conversation visibility permissions](SEC-016.md): Customer-data permission and field classification affect visible contact information.
- **Works better with** [Chat queue](CHAT-005.md): Queue history explains unassigned and queued abandonment.
- **Works better with** [Broadcast for acceptance](CHAT-009.md): Broadcast offers explain missed or declined requests.
- **Works better with** [Transferring conversations](CHAT-010.md): Transfers add handling segments and transfer-related abandonment.
- **Works better with** [Conversation history and search](CHAT-024.md): Conversation history provides the messages behind a report row.
- **Works better with** [PCI Payment Form in web chat](COM-024.md): Payment forms add request, completion, duration and value details to applicable web-chat results.
- **Works better with** [Conversation lead capture and follow-up](COM-026.md): INSIDE lead capture supplies the Lead Created indicator in applicable conversation detail.
- **Related** [Broadcast acceptance and queue action reports](REP-007.md): Broadcast and transfer logs help explain the routing actions behind unanswered conversations.

### Used by

- **Enhances** [Report selection and filters](REP-001.md): Detail reports let you inspect the conversations behind linked report figures.
- **Related** [Dispositions](CHAT-019.md): Conversation reports can be filtered by disposition and missing classification.
- **Related** [Conversation history and search](CHAT-024.md): Conversation detail reports provide outcome and abandoned-work views alongside history.
- **Related** [Chat performance and tab visibility reports](REP-003.md): Conversation detail helps investigate abandoned and withdrawn work behind summary figures.
- **Related** [Broadcast acceptance and queue action reports](REP-007.md): Conversation detail shows what happened after a broadcast offer, transfer or queue action.
- **Related** [Sales attribution and conversion reports](REP-008.md): Conversation detail helps investigate the handling associated with a credited sale.
- **Related** [Product recommendation and purchase reports](REP-009.md): Conversation detail provides handling context when investigating a recommendation or purchase.
- **Related** [Customer survey and NPS reports](REP-010.md): Conversation detail provides handling context for an individual customer survey response.
- **Related** [Availability Log for routing investigations](REP-023.md): Conversation detail provides handling context for an availability or routing investigation.
- **Related** [AI assistance, translation and sentiment reports](REP-026.md): 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.