Run reports on your organization
Digital DX offers reporting to help organizations analyze and interpret the underlying data associated with site engagements and facilitate the transformation of data into actionable information.
Chat Summary Report
The Chat Summary Report is the most popular and most frequently used report across our customers. This report will provide you with insights into your chat volume, a breakdown of those chats (unavailable, blocked, abandoned, unanswered, answered) and some basic data around wait times, chat times and speed to answer. You can also increase the granularity of the chat summary report by grouping by category, status or chat URL.
ACD Summary (Automatic Chat Distribution Summary)
The ACD Summary includes total chats assigned automatically to agents (offered), the number of chats that ended before the agent could answer it (abandoned), and the number of chats taken away from an agent and given to another because the customer's wait time exceeded your threshold (reassigned), chats that went unanswered and answered. The report also includes useful operational data like average message count, the average duration of chats, and the maximum number of customers waiting in queue and the maximum wait time for any chat. We recommend grouping this report by operator to see if agents are answering or missing chats when they are assigned. For more information, see ACD Summary report.
Missed Opportunities Summary
The Missed Opportunities report shows administrators why chats are missed and can provide insight into how to increase their engagements. For example, this report can show instances of when customers were unable to chat based on business hours or a full queue. For more information, see Missed Opportunity Summary report.
Productivity Report (under Operator Reports)
The Productivity Report is set to group by operator. This report allows administrators to see a breakdown of agent behavior while available or away. The report provides additional statistics around average response time (ART) and chat concurrency. For more information, see Operator Reports.
Custom Survey (under Operator Reports)
Provides an agent by agent view of performance on the default post-chat and custom pre/post-chat survey fields. For completed surveys, the raw scores for each custom field are presented and open-ended comments are also included. For more information, see Operator Reports.