Missed messages: Messages missed by agents. Missed means that customer leaves before agents accepted the chat.
Refused messages: Messages refused by agents.
Step by Step Instructions
（1）Log in to your CloudCX control panel.
（2）From the left navigation menu, go to Omni Widget > History > Missed & Refused.
On the page, you will see a list of records.
（3）To view the detailed chat transcript, you can choose a certain record and click the Details icon.
（4）Filter/locate a specific chat transcript by doing the following:
Select the date type and select the Queue, Agent, their corresponding drop-down list. Or,
Enter specific keywords of the chat content in the Keywords search bar. Keywords can be visitor name.
