Customer context: The customer is using the LiveAgent helpdesk software and wants to understand how missed chat numbers are calculated.
Customer: How is the number of missed chats calculated?
Answer: Missed chats are calculated based on the "Routing time" set up in Configuration > Chat > Chat settings section. If an agent doesn't answer a chat within the routing time window, the chat is counted as missed. The chat will be transferred to the next available agent or, if there is only one agent, the chat will keep ringing to the same agent, increasing the missed chat count. For more information, you can visit this page https://support.liveagent.com/505559-Chat-settings.