How to utilize the chat_queue_entry table to report relevant information regarding connect support process flowDescription<!-- div.margin { padding: 10px 40px 40px 30px; } table.tocTable { border: 1px solid; border-color: #e0e0e0; background-color: #fff; } .title { color: #d1232b; font-weight: normal; font-size: 28px; } h1 { color: #d1232b; font-weight: normal; font-size: 21px; margin-bottom: 5px; border-bottom-width: 2px; border-bottom-style: solid; border-bottom-color: #cccccc; } h2 { color: #646464; font-weight: bold; font-size: 18px; } h3 { color: #000000; font-weight: bold; font-size: 16px; } h4 { color: #666666; font-weight: bold; font-size: 15px; } h5 { color: #000000; font-weight: bold; font-size: 13px; } h6 { color: #000000; font-weight: bold; font-size:14px; } ul, ol { margin-left: 0; list-style-position: outside; } --> Description This article goes over information regarding how to utilize the chat_queue_entry table to report off of many relevant information regarding connect support process flow which includes things like average wait time, time when a chat was accepted by agent, when a chat was closed, etc. Procedure 1) Navigate to chat_queue_entry.LIST 2) Personalize the list columns to add in fields that are relevant. Here are some examples: Queue: The chat queue used Duration: How long the whole conversation took (only gets populated after chat is closed) Wait time: How long it took for the user to wait until chat was accepted by the agent State: The current state of the chat entry Created: When the user initiated the chat Opened: Same as Created field Actual start: When the chat was accepted by the agent Actual end: When the chat was closed Closed: Same as Actual end 3) Based on these a report can be created for this table reporting off of these columns. Applicable Versions All versions Additional Information Connect Support Get started with reporting