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.
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.