Need the ability to report on the following backlog / active chat elements: number of tickets / customers in queue(), average wait time per customer, name of customer, entitlement, and case priority level *along with a summary of Total Chats in queue, longest wait time, average wait time

This data is needed to gain visibility into the active chat queue, segmented by customer entitlement and case priority. It enables more effective queue management by helping us prioritize responses based on the severity of the issue and the support tier of the customer. This ensures high-priority and high-entitlement customers are served appropriately and in a timely manner, improving overall service quality and customer satisfaction.

Having queue segregation by severity or entitlement will enable managers to see how many chats are waiting in the queue, allowing them to allocate the right engineers effectively.

This feature would enhance managers' operational efficiency. Access to the following metrics would significantly help the business identify gaps and maintain process hygiene:

Average wait time per customer

Number of chats waiting in the queue

Total chats handled