Feature Request: Add Reporting for Abandoned Chats in RingCX

Summary:
Request to introduce a reporting feature in RingCX that captures and displays metrics for abandoned chats — similar to how abandoned calls are tracked in voice queues.

Details / Description:
Currently, RingCX does not provide any native reporting or metrics that log abandoned chat interactions, such as when a customer initiates a chat but disconnects before an agent accepts or responds.
This limits visibility for contact center managers who need to measure missed engagement opportunities and optimize staffing and response strategies.

Use Case:
Supervisors and analysts need the ability to identify how many customers abandon chat sessions before they are handled, along with timestamps and queue information.
This data would help:

Improve response times by identifying high abandonment periods.

Enhance customer experience by ensuring sufficient agent coverage.

Provide parity with existing voice reporting (e.g., abandoned call metrics).

Requested Enhancement:

Add “Abandoned Chats” as a metric in chat queue reports and real-time dashboards.

Include fields such as:

Queue name

Timestamp of chat initiation and abandonment

Time waited before abandonment

Agent availability at time of event

Optionally, include in Interaction Detail Reports (IDR) or Queue Summary Reports.

Business Impact:
Without this feature, supervisors lack visibility into missed chat interactions, making it difficult to track customer engagement effectiveness or staffing needs.