> For the complete documentation index, see [llms.txt](https://docs-conversational-ai.syntphony.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs-conversational-ai.syntphony.com/syntphony-live-agent-console/supervisor-workspace/index-1/chat-counting-and-system-behavior.md).

# Chat counting and system behavior

## Chat Counting Logic Examples

| Case                                                                                   | Description                                                                      | Chat Type                                                      |
| -------------------------------------------------------------------------------------- | -------------------------------------------------------------------------------- | -------------------------------------------------------------- |
| Customer starts chat and is not attended                                               | Chat derived from the bot but never taken by an agent.                           | +1 Unattended                                                  |
| Customer starts chat. Agent takes the chat. Agent closes via “Close chat”.             | Chat record closed permanently. Survey sent to customer. Cannot reconnect.       | +1 Attended Chat.                                              |
| Customer closes for external reasons. System activates reconnection.                   | Waits for reconnection for a new chat.                                           | +1 Attended Chat or +1 Unattended depending on closure         |
| Reconnected customer is never attended and closes chat (Normal close).                 | Closed via standard mechanism. Cannot reconnect (Chat record closed).            | +1 Unattended                                                  |
| Reconnected customer is never attended and closes chat (External close).               | Closed for external reasons. Can reconnect.                                      | +1 Unattended                                                  |
| Chat previously attended in another chat. Customer reconnects without available agent. | Previously attended. Latest chat not attended.                                   | +1 Unattended                                                  |
| Chat closed by customer for external reasons. Reconnection within 15 min.              | Reconnection possible.                                                           | +1 Chat Closed                                                 |
| Chat closed by customer for external reasons. No reconnection within 15 min.           | Chat record closed permanently. Cannot reconnect.                                | +1 Chat Closed                                                 |
| Chat closed correctly by customer.                                                     | Chat record closed permanently. Cannot reconnect.                                | +1 Chat Closed                                                 |
| Agent A attending, transfers to supervisor/agent B                                     | The current agent transfers the chat to another agent/supervisor.                | +1 (A) Attended Chat. Survey not sent. +1 (Super) When closing |
| Agent/Supervisor receives transfer and closes via “Close chat”.                        | Agent closes the chat normally. Survey sent. Rating applies to all participants. | +1 Attended Chat.                                              |

***

### Key System Behaviors

* When a customer refreshes or reopens the widget within a 15-minute range, the system recognizes the customer and resumes the same chat record with a new chat.
* If the chat was closed by an agent, it cannot be reopened (Chat record is closed).
* If the chat was properly closed by a customer, it cannot be reopened (Chat record is closed).
* A chat record may contain multiple chats from different agents (same conversation, different times, including transfers and unattended cases).
* A chat can be handled by one or more agents and transferred to a supervisor.
* A supervisor can transfer the chat back to an agent.
* Average times are calculated only on valid chats.
* Unattended chats indicate waiting-stage disconnect events and are maintained as an operational monitoring metric (for example, unusual spikes), not as a direct satisfaction or agent-quality penalty.

<figure><img src="https://872231112-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FWhWsbXR4KrslyXCVncNZ%2Fuploads%2FkDPjLRfixQQieBRx9077%2Fdiag_en.png?alt=media&amp;token=a469d976-4e8e-41d0-a028-55914b6ddc0d" alt=""><figcaption></figcaption></figure>

## Related pages

* [Dashboard](/syntphony-live-agent-console/supervisor-workspace/index-1.md)
* [Metrics and definitions](/syntphony-live-agent-console/supervisor-workspace/index-1/metrics-and-definitions.md)


---

# Agent Instructions
This documentation is published with GitBook. GitBook is the documentation platform designed so that both humans and AI agents can read, navigate, and reason over technical content effectively. Learn more at gitbook.com.

## Querying This Documentation
If you need additional information that is not directly available in this page, you can query the documentation by asking a question.

Perform an HTTP GET request on the following URL with the `ask` and `goal` query parameters:

```
GET https://docs-conversational-ai.syntphony.com/syntphony-live-agent-console/supervisor-workspace/index-1/chat-counting-and-system-behavior.md?ask=<question>&goal=<user_goal>
```

`ask` is the immediate question: it should be specific, self-contained, and written in natural language.
`goal` is what the user is ultimately trying to achieve, the reason they need the answer. Sharing it helps GitBook give you a better, more relevant answer. A goal is most helpful when it describes the outcome the user wants rather than restating the question. For example, with `ask=how do I create an API token`, a goal like `automate deployments from our CI pipeline` lets GitBook tailor the answer to that use case.

The response will contain a direct answer to the question and relevant excerpts and sources from the documentation.

Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.