What is the difference between dropped chats and missed chats?

Question

What is the difference between dropped chats and missed chats?

Answer

Dropped chats are the number of chats where the conversation with an agent ended with an unanswered message from a visitor. The conversation can be ended by either the agent or the visitor.

Missed chats are the number of chats where the visitor left without being served by an agent. Missed chats also include chats served by an agent, but the agent did not send a message before the chat ended.

For more information about Chat metrics, see the article: Metrics and attributes for live chat.