Here's why:
When viewing the Admin Backoffice's KPI reporting tab, the Live Chat Answer Rate KPI represents the global live chat answer rate across all users. In other words, the KPI represents the total number of unique chat requests that have been answered divided by the total number of unique chat requests that were submitted.
Depending on your live chat configuration, the Download Live Chat Metrics - Associates CSV report will produce a higher Number of Live Chat Received KPI, because one chat may be counted multiple times across multiple users. In other words, the Download Live Chat Metrics - Associates CSV does not represent unique chats.
For example,
- Customer A submits a chat request. Salesfloor's chat routing may send that 1 chat to multiple users.
- IF 1 user answers the chat, only the respondent user will see an increase of 1 in their Number of Live Chats Received KPI, and a corresponding increase of 1 in their Number of Live Chats Answered KPI.
- IF no user answers the chat, all of the users that the chat was routed to will see an increase of 1 in both their Number of Live Chats Received KPI AND their Number of Live Chats Missed KPI.
i.e. 1 chat can represent 5 receipts & 5 missed
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