Report |
Documentation |
Description |
Chat Summary |
here |
The report includes a breakdown of all button clicks (reactive and proactive) and their associated disposition: clicks made when your agents were unavailable, clicks by blocked customers, the number of chats that ended before the agent could answer it (abandoned), chats that went unanswered, and answered chats. The report also includes useful operational data like average message count and average length of chats. You can group and filter the report several ways in order to see the data from different perspectives.
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Chat Conversion Summary |
here |
The report includes a breakdown of all conversion by the various groupings available for chats on the same visit, auto-invite chats and/or conversions done without interaction from an operator. For a given date, operator, or other grouping the report breaks down the conversions for your analysis.
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ACD Summary |
here |
You’ll see the 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 chatter’s wait time exceeded your threshold (reassigned.) The report also includes useful operational data like average message count, the average length of chats, and the maximum number of customers waiting in queue. The report can be grouped and filtered in several ways in order to see the data from different perspectives.
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Missed Opportunities Summary |
here |
The Missed Opportunities Summary report shows, for example, the number of customers who were not invited to chat because of unavailability and the number of chat button clicks occurring outside of established chat hours. The report can be grouped and filtered in several ways in order to see the data from different perspectives.
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Canned Message Summary |
here |
The Canned Message Summary provides - either across your entire account or on an operator by operator level - the most frequently used canned messages. Canned Message grooming is a live chat best practice and this report - especially when filtered by department or key date ranges - is an excellent starting place.
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Salesforce Summary |
here |
The Salesforce Summary shows how many Salesforce Contacts and/or Leads were pushed (manually or automatically) into Salesforce from a total number of answered chats. The report can be grouped and filtered in several ways in order to see the data from different perspectives.
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Chat Assignment Report |
here |
The Chat Assignment Report shows data for chats that were assigned by the ACD, re-assigned by the ACD, and/or transferred by another operator.
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ActiveAssist Chat Summary |
here |
The ActiveAssist Summary will show the number of chats that also included a co-browsing and/or remote control session. For a given date, operator, or other grouping, you’ll see the number of chats with sessions, the number of successfully connected sessions, and key data about the sessions and chats themselves.
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Button Availability Report |
here |
For example: When were your chat buttons available? Did they reach queue limits? When? For how long? Were there times when no operators were available? For a given period, you can view data for specific/all chat buttons in your account, or for specific/all types of status change.
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Chat Keyword Summary |
here |
For a given date range, this report contains the list of top search engine keywords used by customers to arrive on your website.
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Service-Level Answered |
here |
The Chat Answered Service Level Analysis report shows, for a total number of answered chats, the number and percent that were answered within certain amounts of time. From less than 30 seconds to greater than 5 minutes, the report provides a breakdown across 11 linear time increments as well as overall averages. The report can be filtered in numerous ways and grouped by date, day of the week, hour, or operator. |
Service-Level Unanswered |
here |
The Chat Unanswered Service Level Analysis report shows, for a total number of unanswered chats, the number and percent that were unanswered for certain amounts of time. From less than 30 seconds to greater than 5 minutes, the report provides a breakdown across 11 linear time increments as well as overall averages. The report can be filtered in numerous ways and grouped by date, day of the week, hour, or operator. |
Service-Level Chat Duration |
here |
The Chat Duration Service Level Analysis report shows, for a total number of answered chats, the number and percent that lasted for certain amounts of time. From less than 30 seconds to greater than 5 minutes, the report provides a breakdown across 11 linear time increments as well as overall averages. The report can be filtered in numerous ways and grouped by date, day of the week, hour, or operator. |
Service-Level Average Time in Queue |
here |
Average Time in Queue answers the following question: How many chats were in the unassigned queue for various amounts of time before being assigned? Each row represents a date, period, or operator. Each column is an amount of time. For a given date, period, or operator, each cell is the number of chats that waited the given amount of time before assignment. |
Operator Survey Report |
here |
The Operator Survey report provides an operator by operator view of performance on the after-chat survey. For a total number of answered chats, the report shows the average speed of answer, average length of those chats, and the number/percent of completed after chat surveys. For completed surveys, the average scores for Responsiveness, Professionalism, Knowledge, and Overall Rating are presented. The report can be filtered allowing different views of data.
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Operator Survey NPS Report |
here |
The NPS Operator Survey report provides an operator by operator view of performance on the after-chat survey. For completed surveys, the NPS scores are presented. The Net Promoter Score, or NPS®, is based on the fundamental perspective that every company’s customers can be divided into three categories: Promoters, Passives, and Detractors. The report can be filtered allowing different views of data.
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Operator Activity Report |
here |
The Operator Activity report provides, for a number of answered chats, the number and percent that were missed. A missed chat occurs either because the operator didn't answer the chat before exceeding a wait-time threshold or because the customer abandoned the chat. The report also shows the assignment's average speed of answer, average length of answered chats, the average message count, and the average amount of time it took the operator to respond after the customer submitted a message (average response time). The report can be grouped and filtered in several ways in order to see the data from different perspectives.
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Operator Productivity Report |
here |
The Operator Productivity report provides an operator by operator overview of their time spent chatting. For a given date range, the report shows how many hours and minutes the agent was available for chats, how much time they spent engaged in chats, how much time they spent idle, and a utilization calculation. The report also provides the amount of time spent handling concurrent chats, the agent's average response time, the number of chats they took per hour, and the maximum and average number of simultaneous chats.
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Operator Custom Survey Report |
here |
The Operator Custom Survey report provides an operator by operator view of performance on the default post-chat and custom pre/post-chat survey fields of the after-chat survey. For completed surveys, the raw scores for each custom field are presented and open ended comments are also included. The report can be filtered allowing different views of data.
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Operator Custom Wrap-Up Report |
here |
This report returns the data submitted by operators on the Custom Wrap-Up form. Data is shown per operator and can be filtered.
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Auto Answers Chat Summary |
here |
This report provides details about how many customers interacted with auto answers, read content, rated content and went to chat. Use the "Auto Answers Attempt" filter to break down this data for a particular attempt.
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Auto Answers Canned Message Summary |
here |
This report provides details about canned messages used by the Auto Answers feature. See which canned messages were presented to the customer, which ones were rated, and how well they were rated.
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Auto Answers Customer Question Detail |
here |
Review what types of questions website customers are entering into the Auto Answers feature. Analyze this information to update canned message content appropriately in order to maximize the effectiveness of Auto Answers.
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