Boldchat Reports Articles

ACD Summary report

This reports shows Automatic Distribution performance in your environment.

Fastpath: report.boldchat.com > New Report > Chat > 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.

Offered, abandoned, and reassigned chats are counted only once. For example, if the same chat was abandoned by the same agents more than once, it nonetheless shows in the report as one chat.

Offered
Chats started from a clicks or invites.
Abandoned
Chats started and ended but never answered.
1st Answer
Chats answered the by the first agent it is assigned to.
Reassigned
Chats reassigned from the agent it had been assigned.
ASA
Average Speed to Answer for Answered Chats. Time from when the chat Started to the time it was Answered by the agent.
ACT
Average Chat Time for answered chats. Time from answering a chat until it ends, specifically, all the time between the first agent answering the chat and the final agent assigned to the chat when it ends, adds up to the ACT calculation for the final agent.
AMC
Average Message Count for answered chats.
Max #
Maximum size of chat queue.
Max Time
Maximum wait time for any abandoned or answered chats.
Note: For Digital DX Service subscribers, the calculation method of certain chat report metrics are affected by conversations with the chatbot as described in Chat reports involving a chatbot. When no custom operator filters are selected, chats assigned to the chatbot are excluded from report.

Chat Assignment report

Analyze the flow of chat-work across your organization.

Includes data for chats that were assigned by Automatic Distribution, re-assigned by the AD, and/or transferred by another agent.

Tip: Offered, abandoned, and reassigned chats are counted only once. For example, if the same chat was abandoned by the same operators more than once, it nonetheless shows in the report as one chat.
Fastpath: report.boldchat.com > New Report > Chat > Chat Assignment
Offered
All chats assigned to an agent or department.
Answered Chats
All chats answered by a live agent.
Transferred
All chats transferred by an agent or ACD.
ACT
Average Chat Time for answered chats that were transferred. Time from answering to transfer.
AMC
Average Message Count for answered chats that were transferred.
ASA
Average Speed to Answer for answered chats. Time from agent receiving assignment to the time it was answered.
Note: For Digital DX Service subscribers, the calculation method of certain chat report metrics are affected by conversations with the chatbot as described in Chat reports involving a chatbot. When no custom operator filters are selected, chats assigned to the chatbot are excluded from report.

Facebook Messenger Login reports

See the amount of time that your agents spent on handling Facebook messages.

Fastpath: report.boldchat.com > New Report > Login

Trouble logging in to your Facebook account?

FB Messenger Login Summary

See the amount of time that your agents spent logged in Digital DX with regards to handling Facebook Messenger conversations. For a given date range, this report shows the number of hours and minutes each agent was logged in as either Available or Away. A breakdown by Digital DX client application is also included.

Reported data:

Operator
Name of the agent.
FB Messenger Available - Total
The total time the agent spent in available status.
FB Messenger Available - .NET
The total time the agent spent in available status in the Desktop Client.
FB Messenger Available - Web
The total time the agent spent in available status in Agent Workspace.
FB Messenger Available - Mobile
The total time the agent spent in available status in the iPhone app or using the web client on a mobile device.
FB Messenger Away - Total
The total time the agent spent in Away status.
FB Messenger Away - .NET
The total time the agent spent in Away status in the Desktop Client.
FB Messenger Away - Web
The total time the agent spent in Away status in Agent Workspace.
FB Messenger Away - Mobile
The total time the agent spent in Away status in the iPhone app or using the web client on a mobile device.
% Forced
Percentage of total Away time that was forcibly put in Away status by ACD for not answering an item.

FB Messenger Login Details

See the time of day associated with both login and logout behavior of agents with regards to handling Facebook Messenger conversations. The report can be grouped by date or agent and shows the time of day associated with a variety of login/logout behavior. The report shows the client the agent used and what action they took, whether that was logging in as Available or Away, or logging out.

Reported data:

Operator
Name of the agent.
Time
The time of changing the agent's status.
Client
The client where the agent's status was changed.
Action
The action that was taken to change the agent's status.

Chat reports involving a chatbot

For Digital DX AI subscribers, some report data include conversations with the chatbot. To understand the impact of conversations that involve the chatbot, the following must be considered.

  • Available means that a live agent was available for chat when the conversation started. Any conversation where the customer only chats with the bot are disregarded from reports on availability.

  • Unavailable counts chat button clicks when no one is logged in as available. Since the chat bot is always available, this number will always be 0 for chats channeled from the bot. When counting unavailable agents, Digital DX checks specifically for ChatType 3, whereas bot chats are of ChatType 8 ("API initiated").
  • A chat is Created when the customer opens the chat window. Hence any report detail that calculates time from chat creation includes conversations with the bot.

  • A chat is Started when the bot answers the customer. When the customer requests help from a live agent and fills in the pre-chat form if there is one, then Start time of the chat is reset.

  • A chat is Abandoned in the following cases:

    • the customer opened the AI chat window but did not chat with the bot.
      Note: When the customer opens an AI chat window, the chat is assigned to the bot operator. Therefore, those reports that filter out the bot operator, will not include this chat.
    • the chat was transferred from the bot to a live agent and the customer was presented with a pre-chat form but the window was closed without filling in the pre-chat form. In this case, the chat is not assigned to an operator, so it appears as <None> in the Operator column of reports grouped by Operator
  • An Unanswered chat was never answered by a live agent. Unanswered chats include all conversations where the customer chatted with the bot but the conversation was never transferred to a live agent.

  • Unanswered Time also includes all conversations where the customer chatted with bot but the conversation was never transferred to a live agent.

  • Conversations with the chatbot are also included in the Average Message Count (AMC).

  • Average Speed to Answer (ASA) calculates time from chat Started to Answered by a live agent. Conversations with only the bot are disregarded.

  • Average Chat Time (ACT) for answered chats does not include time when the customer chatted with the bot. It only considers time from the live agent accepting the chat to ending the chat.

The following reports are affected by conversations with the chatbot:

Service-Level Analysis report

See a quick report on the customer support your agents provide.

Fastpath: report.boldchat.com > New Report > Chat > Service-Level Analysis

Answered

See how quickly your organization is answering incoming chats. For all answered chats, the number and percent answered within various amounts of time. The report can be filtered in numerous ways and grouped by date, day of the week, hour, or agent.

Unanswered

See how long you're keeping would-be chatters waiting until they give up on reaching an agent. For all unanswered chats the number and percent that were unanswered within various amounts of time. The report can be filtered in numerous ways and grouped by date, day of the week, hour, or agent.

Chat Duration

See how much time your chats are taking from start to finish. For all answered chats, the number and percent that lasted within various amounts of time. The report can be filtered in numerous ways and grouped by date, day of the week, hour, or agent.

Average Time in Queue

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 agent. Each column is an amount of time. For a given date, period, or agent, each cell is the number of chats that waited the given amount of time before assignment.

  • Time in queue represents the time from when the customer initiates a chat request (or submits a chat form) until the chat is assigned to an agent, abandoned, or closed
  • The time when a chat is assigned is not the same as when it is accepted by the agent
  • Results also include closed chats (abandoned, not assigned)
  • The Immediate column includes chats that enter the queue and are assigned in less than 2 seconds
  • For chats that are reassigned, time spent in queue is cumulative (each chat is represented only once, but the value in the appropriate time column is the total time spent across all queues)
  • To view time spent in an individual agent's or department's queue for chats that are reassigned, you must filter by agent or department
  • When filtering by agent and grouping by Last Operator, time values represent time in the filtered agent's queue, not the last agent's queue
Note: For Digital DX Service subscribers, the calculation method of certain chat report metrics are affected by conversations with the chatbot as described in Chat reports involving a chatbot. When no custom operator filters are selected, chats assigned to the chatbot are excluded from report.

How can I run a saved report?

Digital DX AI allows you to reuse saved or pre-defined reports. The saved reports are either defined globally as part of Digital DX AI as a product, or at your account level.

For more information on how to create and save a new report, see How can I generate my own reports in Digital DX AI?.

To run a predefined report do the following:

  1. Go to Analytics > Reports.
  2. Select the report of interest from the-drop down list.

  3. Define the date range and refine the field definitions.
  4. Run the report.

    Result: The report will be displayed on the same page, and it can also be downloaded as a CSV or Excel file.

  5. The download can be provided in full detail or if you want the summary view as presented on the screen, select the export view to Excel option.

To save a report for future use, select Save, define the name of the report and save it.

SMS Login reports

See the amount of time that your agents spent on handling text messages.

Fastpath: report.boldchat.com > New Report > Login

SMS Login Summary

See the amount of time that your agents spent logged in Digital DX with regards to handling SMS. For a given date range, this report shows the number of hours and minutes each agent was logged in as either Available or Away.

Reported data:

Operator
Name of the agent.
SMS Available - Total
The total time the agent spent in available status.
SMS Available - .NET
The total time the agent spent in available status in the Desktop Client.
SMS Available - Web
The total time the agent spent in available status in Agent Workspace.
SMS Available - Mobile
The total time the agent spent in available status in the iPhone app or using the web client on a mobile device.
SMS Away - Total
The total time the agent spent in Away status.
SMS Away - .NET
The total time the agent spent in Away status in the Desktop Client.
SMS Away - Web
The total time the agent spent in Away status in Agent Workspace.
SMS Away - Mobile
The total time the agent spent in Away status in the iPhone app or using the web client on a mobile device.
% Forced
Percentage of total Away time that was forcibly put in Away status by ACD for not answering an item.

SMS Login Details

See the time of day associated with both login and logout behavior of agents with regards to handling SMS. The report can be grouped by date or agent and shows the time of day associated with a variety of login/logout behavior. The report shows the client the agent used and what action they took, whether that was logging in as Available or Away, or logging out.

Reported data:

Operator
Name of the agent.
Time
The time of changing the agent's status.
Client
The client where the agent's status was changed.
Action
The action that was taken to change the agent's status.

How to use reporting in Digital DX

You can generate reports based on predefined report templates. Some reports are available only with Premier or Enterprise.

Except where noted, reports are available for all editions using both the Web Reports site and the Desktop Client. We encourage you to use Web Reports due its powerful sorting and filtering options.

Tip: The Desktop Client exports data in CSV format. To ensure CSV compatibility, set your region under Setup > General Account Settings > Region before exporting.
Note: All Email reports and most Chat reports offer up to four Department filters:
  • Department (Operator membership) ? Show chats/emails assigned to an operator who belongs to this department
  • Department (First assignment) ? Show chats/emails that were assigned to this department before any other
  • Department (Last assignment) ? Show chats/emails that have this department as their most recent assignment
  • Department (Any assignment) ? Show chats/emails that were assigned to this department at any time
    • The Department (Any assignment) filter does not recognize chats that are assigned to a department but not to a specific operator. This may happen under certain circumstances:
      • When ACD is off and a chat is assigned to a department but not to an operator.
      • When ACD is on and a chat is assigned to an offline department but not to an operator. (Assignment to an offline department can happen manually, due to a rule, or when assignment is made to a department with a queue.)

For detailed information on reports, see the complete list of Digital DX reports.

Facebook Messenger Login reports

See the amount of time that your agents spent on handling Facebook messages. Facebook Messenger reports are only available for Digital DX subscribers.

Fastpath: report.boldchat.com > New Report > Login

Trouble logging in to your Facebook account?

FB Messenger Login Summary

See the amount of time that your agents spent logged in Digital DX with regards to handling Facebook Messenger conversations. For a given date range, this report shows the number of hours and minutes each agent was logged in as either Available or Away. A breakdown by Digital DX client application is also included.

Reported data:

Operator
Name of the agent.
FB Messenger Available - Total
The total time the agent spent in available status.
FB Messenger Available - .NET
The total time the agent spent in available status in the Desktop Client.
FB Messenger Available - Web
The total time the agent spent in available status in Agent Workspace.
FB Messenger Available - Mobile
The total time the agent spent in available status in the iPhone app or using the web client on a mobile device.
FB Messenger Away - Total
The total time the agent spent in Away status.
FB Messenger Away - .NET
The total time the agent spent in Away status in the Desktop Client.
FB Messenger Away - Web
The total time the agent spent in Away status in Agent Workspace.
FB Messenger Away - Mobile
The total time the agent spent in Away status in the iPhone app or using the web client on a mobile device.
% Forced
Percentage of total Away time that was forcibly put in Away status by ACD for not answering an item.

FB Messenger Login Details

See the time of day associated with both login and logout behavior of agents with regards to handling Facebook Messenger conversations. The report can be grouped by date or agent and shows the time of day associated with a variety of login/logout behavior. The report shows the client the agent used and what action they took, whether that was logging in as Available or Away, or logging out.

Reported data:

Operator
Name of the agent.
Time
The time of changing the agent's status.
Client
The client where the agent's status was changed.
Action
The action that was taken to change the agent's status.

Chat Login reports

See the amount of time that your agents spent logged in to and out of Digital DX.

Fastpath: New Report > Login

Chat Login Summary report

See the amount of time that your agents spent logged in to Digital DX.

For a given date range, this report shows the number of hours and minutes each agent was logged in as either available or Away.

Reported data:

Operator
Name of the agent.
Chat Available - Total
The total time the agent spent in available status.
Chat Available - .NET
The total time the agent spent in available status in the Desktop Client.
Chat Available - Web
The total time the agent spent in available status in Agent Workspace.
Chat Available - Mobile
The total time the agent spent in available status in the iPhone app or using the web client on a mobile device.
Chat Away - Total
The total time the agent spent in Away status.
Chat Away - .NET
The total time the agent spent in Away status in the Desktop Client.
Chat Away - Web
The total time the agent spent in Away status in Agent Workspace.
Chat Away - Mobile
The total time the agent spent in Away status in the iPhone app or using the web client on a mobile device.
% Forced
Percentage of total Away time that was forcibly put in Away status by ACD for not answering an item.

Chat Login Details report

See the time of day associated with both login and logout behavior of agents. The report can be grouped by date or agent and shows the time of day associated with a variety of login/logout behavior. The report shows the client the agent used and what action they took: log in as Available or Away, log out.

Report availability: Enterprise

Reported data:

Operator
Name of the agent.
Time
The time of changing the agent's status.
Client
The client where the agent's status was changed.
Action
The action that was taken to change the agent's status.

FB Messenger Assignment Status Summary report

This report provides the status of new messenger assignments assigned in the date range specified. Facebook Messenger reports are only available for Digital DX subscribers.

Fastpath: report.boldchat.com > New Report > FB Messenger > FB Messenger Assignment Status Summary

It includes details about the number of unanswered and answered messages for open as well as ended assignments.

New
New messages created in the date range specified.
Unans/Open
New messages still unanswered and open.
Ans/Open
New messages answered and still open.
Unans/Ended
New messages currently closed and unanswered.
Ans/Ended
New messages currently closed and answered.

FB Messenger Status Summary report

This report provides the status of new conversations created in the date range specified. Facebook Messenger reports are only available for Digital DX subscribers.

Fastpath: report.boldchat.com > New Report > FB Messenger > FB Messenger Status Summary

It includes details about the number of unanswered and answered messages for open as well as ended conversations.

This report provides the status for new messages created in the date range specified. All new messages are accounted for in one of the categories to the right of the New column.

Dates with no new, answered, or closed messages are not displayed on the report. The first date in this report indicates the status of all text messages prior to the date range specified.

New
New messages created in the date range specified.
Unans/Open
New messages still unanswered and open.
Ans/Open
New messages answered and still open.
Unans/Ended
New messages currently closed and unanswered.
Ans/Ended
New messages currently closed and answered.

FB Messenger Assignment Activity Summary report

This report contains details such as the number of messages sent and received, average time to respond, number of answered, ended answered and ended unanswered messages, along with average speed to answer and average time to end for answered. Facebook Messenger reports are only available for Digital DX subscribers.

Fastpath: report.boldchat.com > New Report > FB Messenger > FB Messenger Assignment Activity Summary
Sent
Messages sent in the specified date range.
Received
Messages received in the specified date range.
ATTR (HH:MM:SS)
Average time to respond for messages sent in reply to a received message.
Answered
Messages that were answered in the date range specified.
ASA (HH:MM:SS)
Average Speed to Answer for answered messages.
Ended Ans
Messages ended in the date range specified that were answered at some time.
Ended Unanswered
Messages ended that have never been answered.
ATTC (HH:MM:SS)
Average Time to End for Answered, Ended messages (from Answered to Ended).

FB Messenger Activity Summary report

The report contains details such as the number of messages sent and received, average time to respond, number of answered, ended answered and ended unanswered messages, along with average speed to answer and average time to end for answered. Facebook Messenger reports are only available for Digital DX subscribers.

Fastpath: report.boldchat.com > New Report > FB Messenger > FB Messenger Activity Summary

See activity for a specified date range.

Sent
Messages sent within the specified date range.
Received
Messages received within the specified date range.
ATTR (HH:MM:SS)
Average time to respond for sent messages that were in reply to a received message.
Answered
Messages that were answered within the specified date range.
ASA (HH:MM:SS)
Average Speed to Answer for answered messages.
Ended Ans
Messages ended in the specified date range that were answered at some time.
Ended Unanswered
Messages ended that have never been answered
ATTC (HH:MM:SS)
Average Time to End for Answered, Ended messages (from Answered to Ended)

Email Login reports

See the amount of time that your agents spent on handling emails.

Fastpath: report.boldchat.com > New Report > Login

Email Login Summary

See the amount of time that your agents spent logged in to Digital DX to handle email. For a given date range, this report shows the number of hours and minutes each agent was logged in as either available or Away. A breakdown by client application is also included.

Results are not returned for agents with no login activity.

Reported data:

Operator
Name of the agent.
Email Available - Total
The total time the agent spent in available status.
Email Available - .NET
The total time the agent spent in available status in the Desktop Client.
Email Available - Web
The total time the agent spent in available status in Agent Workspace.
Email Available - Mobile
The total time the agent spent in available status in the iPhone app or using the web client on a mobile device.
Email Away - Total
The total time the agent spent in Away status.
Email Away - .NET
The total time the agent spent in Away status in the Desktop Client.
Email Away - Web
The total time the agent spent in Away status in Agent Workspace.
Email Away - Mobile
The total time the agent spent in Away status in the iPhone app or using the web client on a mobile device.
% Forced
Percentage of total Away time that was forcibly put in Away status by ACD for not answering an item.

Email Login Details

See the time of day associated with login and logout actions for agents handling email. The report can be grouped by date or agent and shows the time of day associated with a variety of login/logout behavior. The report shows the client the agent used and what action they took, whether that was logging in as Available or Away, or logging out.

Results are not returned for dates with no login activity.

Reported data:

Operator
Name of the agent.
Time
The time of changing the agent's status.
Client
The client where the agent's status was changed.
Action
The action that was taken to change the agent's status.

Email Login reports

See the amount of time that your agents spent on handling emails.

Fastpath: report.boldchat.com > New Report > Login

Reports' availability: Enterprise

Email Login Summary

See the amount of time that your agents spent logged in to BoldChat to handle email. For a given date range, this report shows the number of hours and minutes each agent was logged in as either available or Away. A breakdown by client application is also included.

Results are not returned for agents with no login activity.

Reported data:

Operator
Name of the agent.
Email Available - Total
The total time the agent spent in available status.
Email Available - .NET
The total time the agent spent in available status in the Desktop Client.
Email Available - Web
The total time the agent spent in available status in Agent Workspace.
Email Available - Mobile
The total time the agent spent in available status in the iPhone app or using the web client on a mobile device.
Email Away - Total
The total time the agent spent in Away status.
Email Away - .NET
The total time the agent spent in Away status in the Desktop Client.
Email Away - Web
The total time the agent spent in Away status in Agent Workspace.
Email Away - Mobile
The total time the agent spent in Away status in the iPhone app or using the web client on a mobile device.
% Forced
Percentage of total Away time that was forcibly put in Away status by ACD for not answering an item.

Email Login Details

See the time of day associated with login and logout actions for agents handling email. The report can be grouped by date or agent and shows the time of day associated with a variety of login/logout behavior. The report shows the client the agent used and what action they took, whether that was logging in as Available or Away, or logging out.

Results are not returned for dates with no login activity.

Reported data:

Operator
Name of the agent.
Time
The time of changing the agent's status.
Client
The client where the agent's status was changed.
Action
The action that was taken to change the agent's status.

SMS Login reports

See the amount of time that your agents spent on handling text messages.

Fastpath: report.boldchat.com > New Report > Login

SMS Login Summary

See the amount of time that your agents spent logged in BoldChat with regards to handling SMS. For a given date range, this report shows the number of hours and minutes each agent was logged in as either Available or Away. A breakdown by BoldChat client application is also included.

Reported data:

Operator
Name of the agent.
SMS Available - Total
The total time the agent spent in available status.
SMS Available - .NET
The total time the agent spent in available status in the Desktop Client.
SMS Available - Web
The total time the agent spent in available status in Agent Workspace.
SMS Available - Mobile
The total time the agent spent in available status in the iPhone app or using the web client on a mobile device.
SMS Away - Total
The total time the agent spent in Away status.
SMS Away - .NET
The total time the agent spent in Away status in the Desktop Client.
SMS Away - Web
The total time the agent spent in Away status in Agent Workspace.
SMS Away - Mobile
The total time the agent spent in Away status in the iPhone app or using the web client on a mobile device.
% Forced
Percentage of total Away time that was forcibly put in Away status by ACD for not answering an item.

SMS Login Details

See the time of day associated with both login and logout behavior of agents with regards to handling SMS. The report can be grouped by date or agent and shows the time of day associated with a variety of login/logout behavior. The report shows the client the agent used and what action they took, whether that was logging in as Available or Away, or logging out.

Reported data:

Operator
Name of the agent.
Time
The time of changing the agent's status.
Client
The client where the agent's status was changed.
Action
The action that was taken to change the agent's status.

Ticket Login Reports

Fastpath: report.boldchat.com > New Report > Login

Ticket Login Summary

See the amount of time that your operators spent logged in BoldChat with regards to handling tickets. For a given date range, this report shows the number of hours and minutes each operator was logged in as either available or away. A breakdown by BoldChat client application is also included.

Reported data:

Operator
Name of the operator.
Ticket Available - Total
The total time the operator spent in available status.
Ticket Available - .NET
The total time the operator spent in available status in the Desktop Client.
Ticket Available - Web
The total time the operator spent in available status in Agent Workspace.
Ticket Available - Mobile
The total time the operator spent in available status in the iPhone app or using the web client on a mobile device.
Ticket Away - Total
The total time the operator spent in Away status.
Ticket Away - .NET
The total time the operator spent in Away status in the Desktop Client.
Ticket Away - Web
The total time the operator spent in Away status in Agent Workspace.
Ticket Away - Mobile
The total time the operator spent in Away status in the iPhone app or using the web client on a mobile device.
% Forced
Percentage of total Away time that was forcibly put in Away status by ACD for not answering an item.

Ticket Login Details

See the time of day associated with both login and logout behavior of operators with regards to handling tickets. The report can be grouped by date or operator and shows the time of day associated with a variety of login/logout behavior. The report shows the client the operator used and what action they took, whether that was logging in as available or away, or logging out.

Reported data:

Operator
Name of the operator.
Time
The time of changing the operator's status.
Client
The client where the operator's status was changed.
Action
The action that was taken to change the operator's status.

Twitter Login Reports

Fastpath: report.boldchat.com > New Report > Login

Twitter Login Summary

See the amount of time that your operators spent logged in BoldChat with regards to handling tweets. For a given date range, this report shows the number of hours and minutes each operator was logged in as either available or away. A breakdown by BoldChat client application is also included.

Reported data:

Operator
Name of the operator.
Twitter Available - Total
The total time the operator spent in available status.
Twitter Available - .NET
The total time the operator spent in available status in the Desktop Client.
Twitter Available - Web
The total time the operator spent in available status in Agent Workspace.
Twitter Available - Mobile
The total time the operator spent in available status in the iPhone app or using the web client on a mobile device.
Twitter Away - Total
The total time the operator spent in Away status.
Twitter Away - .NET
The total time the operator spent in Away status in the Desktop Client.
Twitter Away - Web
The total time the operator spent in Away status in Agent Workspace.
Twitter Away - Mobile
The total time the operator spent in Away status in the iPhone app or using the web client on a mobile device.
% Forced
Percentage of total Away time that was forcibly put in Away status by ACD for not answering an item.

Twitter Login Details

See the time of day associated with both login and logout behavior of operators with regards to handling tweets. The report can be grouped by date or operator and shows the time of day associated with a variety of login/logout behavior. The report shows the client the operator used and what action they took, whether that was logging in as available or away, or logging out.

Reported data:

Operator
Name of the operator.
Time
The time of changing the operator's status.
Client
The client where the operator's status was changed.
Action
The action that was taken to change the operator's status.

Chat Summary report

This report includes a breakdown of all button clicks (reactive and proactive) and their associated disposition.

Fastpath: report.boldchat.com > New Report > Chat > Chat Summary
Note: You can download chat transcripts with the Digital DX API as described in the Digital DX Developer Center.

Reported data:

Total Clicks
All clicks of the chat button plus all accepted invitations.
Unavailable
All chats already in created status where chat was unavailable because of agent availability, hours of operation, or queue size limits. For information on chat statuses, see What is chat lifecycle?
Blocked
All clicks on chat buttons by those customers who have been blocked. See How to block customers during chat in the Agent Workspace.
Abandoned
All chats in created status that were not started, blocked, or unavailable (as described above). Most commonly, these are customers who were shown the pre-chat survey but failed to complete it.
Unanswered Chats
Chats that were started but were never answered. This happens either because the customer closed the chat window while waiting for an agent, or because the chat reached the Unanswered by agent timeout limit. You can set this timeout on the General tab of your chat window configuration. See How to set up timeout for unanswered chats.
Answered Chats
All chats that a live agent accepted and were moved to answered status.
AMC
Average Message Count for answered chats.
Unanswered Time
Time in queue for unanswered chats. Calculated as "chat ended" time minus "chat started" time for unanswered chats.
ASA
Average Speed to Answer for answered chats. Calculates the average time from chat started to answered by a live agent.
ACT
Average Chat Time for answered chats. Calculates the average time from the first agent answering a chat until it ends. ACT is measured for the final agent only.

If you need to look more closely at chat activity, use the Agent Activity report.

You can group and filter the report several ways in order to see the data from different perspectives.

When grouping by agent, note the following (for chats answered by multiple agents):

  • <None> in the Agent column represents chats that have not been assigned to an agent. This generally occurs if either agents were unavailable or the chat was abandoned and was never assigned to an agent.
  • All actions are reported as if executed by the final agent who answered the chat
  • The Answered value represents the number of chats for which an agent was the final assigned agent
  • The Answered Time of the first live agent handling the chat is counted toward the ASA calculation of the final agent who handled the chat

Department filters:

  • Department (operator membership) - Shows chats where the assigned agent or operator is a member of the selected department. For agents who are members of multiple departments, this also includes chats that were not assigned to the selected department, but to another department of the agent.
  • Department (initial assignment) -Shows chats where the first assignment was the selected department
  • Department (final assignment) - Shows chats where the last assignment was the selected department
  • Department (any assignment) - Show chats where the chat assignment history has assignments to the selected department
    • The Department (Any assignment) filter does not recognize chats that are assigned to a department but not to a specific agent. This may happen under certain circumstances:
      • When ACD is off and a chat is assigned to a department but not to an agent.
      • When ACD is on and a chat is assigned to an offline department but not to an agent. (Assignment to an offline department can happen manually, due to a rule, or when assignment is made to a department with a queue.) An offline department is where ACD cannot assign chats to agents because there are no agents currently available (they are away, their concurrency limit is reached, or the chat was started outside business hours).

What are the common details in reports?

Unavailable - no operator was available to take the chat

Blocked - user was blocked so could not start chat

Abandoned - user did not complete pre-chat survey

Unanswered - user left before receiving an answer

Answered - if None then it means an agent answered the customer, but then was transferred to another department, waited in a queue, and dropped before being assigned to an agent.

None in the Operator column may mean the following:

  • Chat ended with no agent assigned. Digital DX Agent reports look at the Ended state of a chat, so if it ended without assignment then it is registered under None.
  • Agent was deleted in the meantime, which is why we recommend disabling rather than deleting users.

Operator Reports

View reports on your agents' performance.

Fastpath: report.boldchat.com > New Report > Chat > Operator Reports

Survey report

Get an overview of how satisfied chatters are with the service your agents are providing. Provides an agent by agent view of performance on a variety of key indicators. 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. Reports cannot display customer feedback and comments.

All actions are reported as if executed by the final agent who answered the chat.

Reported data:

Operator
The name of the agent.
Answered
The number chats the agent answered.
ASA
Average Speed to Answer for answered chats. Calculates time from when the chat started to the time it was answered by an agent.
ACT
Average Chat Time for answered chats. Time from answering a chat until it ends. The time between the first agent answering the chat and the final agent assigned to the chat when it ends, adds up to the ACT calculation for the final agent. It represents the average length of all chats for a given entity (Date, Agent, Country, etc.) measured from time of assignment to end of chat.
Surveys
The number of post-chat surveys that customers at least partially completed.
Survey %
The ratio of submitted post-chat surveys to all chats in percentage.
Response
Customer's evaluation of the agent's responses.
Professionalism
Customer's evaluation of the agent's professionalism.
Knowledge
Customer's evaluation of the agent's knowledge.
Overall
Customer's overall evaluation of the agent.

Survey NPS report

This report provides an agent by agent 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. This report can be filtered allowing different views of data.

All actions are reported as if executed by the final agent who answered the chat. NPS values are for those agents who handled chats last.

Report availability: Web only.

Reported data:

Operator
The name of the agent.
Answered
The number chats the agent answered.
Surveys
The number of post-chat surveys customers submitted.
%Detractors
The percentage of detractors who gave an NPS score of 0-6.
%Passives
The percentage of passive customers who gave an NPS score of 7 or 8.
%Promoters
The percentage of promoters who gave an NPS score of 9 or 10.
NPS
The NPS score of the agent based on customer evaluation, which is the displayed in the 0 - 10 report columns.

Activity report

Get an overview of the chat volume handled by your agents. For a total number of chats offered, see the number and percent that were answered vs. missed. A missed chat occurs either because the agent did not answer the chat before exceeding a wait-time threshold or because the customer abandoned the chat. The report also shows the average speed of answer, average duration of answered chats, the average message count, and the average amount of time it took the agent to respond after the customer submitted a message (average response time). The report can be grouped and filtered in several ways.

Note: The value of Chats Offered increases each time a chat is assigned. A single chat can be assigned multiple times; the value of Chats Offered is not necessarily the same as the actual number of chats.

Report availability: Enterprise, Premier

Reported data:

Chats Offered
All chats offered to the agent.
Answered
The number of chats the agent answered.
Answered %
The percentage of chats that the agent answered.
Missed
The number of chats the agent did not answer.
Missed %
The percentage of chats that the agent did not answer.
Reassigned Chats
The number of chats that were transferred to other agents without the current agent answering them.
Reassigned %
The percentage of reassigned chats.
Abandoned Chats
The number of chats that ended without the agent answering them.
Abandoned %
Percentage of abandoned chats.
AASA
Assignment Average Speed to Answer for answered chats. Calculates time from when the agent received an assignment to the time the assignment was answered. AASA includes chats that either Automatic Distribution assigned to the agent or when the chat was transferred from another agent. AASA excludes assignments that the agent manually took from queue. See How to manually start chatting with the next customer in queue in the Agent Workspace.
ACT
Average Chat Time for answered chats. Time from answering a chat until it ends. The time between the first agent answering the chat and the final agent assigned to the chat when it ends, adds up to the ACT calculation for the final agent. It represents the average length of all chats for a given entity (Date, Agent, Country, etc.) measured from time of assignment to end of chat.
AMC
Average message count for answered chats.
ART
Average time for agent to respond to a customer's message.

Productivity report

Get an overview of how busy your chat agents are. Provides an agent by agent 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.

Report availability: Enterprise, Premier

Reported data:

Operator
Name of the agent.
Available
Total time logged in as Available.
Away
Total time logged in as Away.
Available (Chat Time)
Total time in at least one chat while logged in as Available.
Away (Chat Time)
Total time in at least one chat while logged in as Away.
Available (Idle Time)
Total time not in chat while logged in as Available.
Away (Idle Time)
Total time not in chat while logged in as Away.
Available (Utilization)
Percentage of time in chat while logged in as Available.
Away (Utilization)
Percentage of time in chat while logged in as Away.
Working
Percentage of time either logged in as Available or logged in as Away but being in chat.
Multi-Chat
Time with more than one simultaneous chat while available.
ART
Average time for agent to respond to a customer's message.
Chats/hr
Average number of chats answered per hour.
Max Simult
Greatest number of concurrent chats for the given period.
Avg Simult
Greatest number of concurrent chats for the given period.

Custom Survey report

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.

Custom Wrap-Up report

Report availability: Web only

Provides an overview of data collected on custom wrap-up forms. Results are grouped by agents.

How to schedule reports

After running a report, you can schedule it to run automatically on a daily, weekly, or monthly basis.

  1. Log in at https://report.boldchat.com.
  2. Click New report to select a report that you want to schedule.
  3. Click Run report.
  4. On the Report results page, click the cogwheel icon and then click Schedule.

  5. Fill in the details of the report schedule.

    You have the following options:

    • Report Title - By default, the name of the report that you have run. This will appear in your list of scheduled reports. You can rename it to find it easier later on.
    • To Email Address - The email address where the report will be sent.
    • From Email Address - Optionally, you can type an email address that will be displayed as the sender of the scheduled report. If you leave it blank, reports will be sent from reports@boldchat.com
    • Output - The format of the report: XLS, PDF, CSV, or HTLM.
    • Schedule - The frequency of receiving reports, which can be daily, weekly, or monthly.
    • On Days of Week - Only available when you schedule reports on a weekly basis.
    • On Month Days - Only available when you schedule reports on a monthly basis.
    • Period - The date range that report includes.
  6. Save your scheduled report.
You will receive reports to the defined email address in the selected output format.
Important: You can schedule 20 reports by default. Contact your Success Manager to increase this limit.

Where to find your scheduled reports?

It may take some time to experiment with the parameters of your scheduled reports that best suit your needs. If you want to update the settings of your scheduled reports, do the following:

  1. At the top of the page, go to the Scheduled tab.

    Your scheduled reports are listed in order of creation.

  2. Click the name of the report that you want to update.
  3. Save your change when you are done.

Can't find a report that someone else scheduled?

At the top of the page, click All to see all available scheduled reports, not just yours.

Where do I find scheduled reports in the BoldChat Desktop Client?

  1. Go to the Reports menu.
  2. At the top of the page, click Schedule.

    Result: Your scheduled reports are listed in a pop-up window.

You have the following options in the menu bar to manage your scheduled reports:

  • Schedule a report - Click New and select the report type that you want to schedule. You would set the report's parameters as described above.
  • Edit an existing report - Select a scheduled report and click Edit to change its settings.
  • Delete a report - Click Delete to remove a scheduled report.
  • Run a report - If you don't want to wait until a report is automatically sent, you can run it any time. To do so, select a report and click Run Now.

How to schedule reports

After running a report, you can schedule it to run automatically on a daily, weekly, or monthly basis.

  1. Log in at https://report.boldchat.com.
  2. Click New report to select a report that you want to schedule.
  3. Click Run report.
  4. On the Report results page, click the cogwheel icon and then click Schedule.

  5. Fill in the details of the report schedule.

    You have the following options:

    • Report Title - By default, the name of the report that you have run. This will appear in your list of scheduled reports. You can rename it to find it easier later on.
    • To Email Address - The email address where the report will be sent.
    • From Email Address - Optionally, you can type an email address that will be displayed as the sender of the scheduled report. If you leave it blank, reports will be sent from reports@boldchat.com
    • Output - The format of the report: XLS, PDF, CSV, or HTLM.
    • Schedule - The frequency of receiving reports, which can be daily, weekly, or monthly.
    • On Days of Week - Only available when you schedule reports on a weekly basis.
    • On Month Days - Only available when you schedule reports on a monthly basis.
    • Period - The date range that report includes.
  6. Save your scheduled report.
You will receive reports to the defined email address in the selected output format.
Important: You can schedule 20 reports by default. Contact your Success Manager to increase this limit.

Where to find your scheduled reports?

It may take some time to experiment with the parameters of your scheduled reports that best suit your needs. If you want to update the settings of your scheduled reports, do the following:

  1. At the top of the page, go to the Scheduled tab.

    Your scheduled reports are listed in order of creation.

  2. Click the name of the report that you want to update.
  3. Save your change when you are done.

Can't find a report that someone else scheduled?

At the top of the page, click All to see all available scheduled reports, not just yours.

Where do I find scheduled reports in the BoldChat Desktop Client?

  1. Go to the Reports menu.
  2. At the top of the page, click Schedule.

    Result: Your scheduled reports are listed in a pop-up window.

You have the following options in the menu bar to manage your scheduled reports:

  • Schedule a report - Click New and select the report type that you want to schedule. You would set the report's parameters as described above.
  • Edit an existing report - Select a scheduled report and click Edit to change its settings.
  • Delete a report - Click Delete to remove a scheduled report.
  • Run a report - If you don't want to wait until a report is automatically sent, you can run it any time. To do so, select a report and click Run Now.

Chat Login reports

See the amount of time that your agents spent logged in to and out of Digital DX.

Fastpath: New Report > Login

Chat Login Summary report

See the amount of time that your agents spent logged in to Digital DX.

For a given date range, this report shows the number of hours and minutes each agent was logged in as either available or Away.

Reported data:

Operator
Name of the agent.
Chat Available - Total
The total time the agent spent in available status.
Chat Available - .NET
The total time the agent spent in available status in the Desktop Client.
Chat Available - Web
The total time the agent spent in available status in Agent Workspace.
Chat Available - Mobile
The total time the agent spent in available status in the iPhone app or using the web client on a mobile device.
Chat Away - Total
The total time the agent spent in Away status.
Chat Away - .NET
The total time the agent spent in Away status in the Desktop Client.
Chat Away - Web
The total time the agent spent in Away status in Agent Workspace.
Chat Away - Mobile
The total time the agent spent in Away status in the iPhone app or using the web client on a mobile device.
% Forced
Percentage of total Away time that was forcibly put in Away status by ACD for not answering an item.

Chat Login Details report

See the time of day associated with both login and logout behavior of agents. The report can be grouped by date or agent and shows the time of day associated with a variety of login/logout behavior. The report shows the client the agent used and what action they took: log in as Available or Away, log out.

Reported data:

Operator
Name of the agent.
Time
The time of changing the agent's status.
Client
The client where the agent's status was changed.
Action
The action that was taken to change the agent's status.

How to run Digital DX Agent reports

Use Digital DX reporting tools to analyze and interpret the underlying data associated with site engagements and facilitate the transformation of data into actionable information.

Note: For detailed information on reports, see the complete list of Digital DX reports in the navigation tree on the left.
  1. Click New Report in the top-right corner.
  2. Select a report from the list on the left.
  3. Select the date range of your report on the right.
  4. From the drop-down list next to the date picker, select how you want to group your report.
  5. Click Run Report.

What can you do after running reports?

View description of report columns

Once your report runs, you can see the category or column definitions at the bottom of the page under Result category definitions.

Export reports

You can export reports to .CSV, .XLS, or .PDF by clicking the gear icon in upper-right corner.

Create report templates

You can create report templates for later use. See How to create report templates.

Re-run reports

To change the filters and groupings of the report, click Re-Run. After updating your report settings, click Run Report.

View a quick snapshot
Click the Snapshot tab at the top of the page to view the 7 Day Snapshot. This report displays data from the last seven full days of Digital DX activity for folders the active user has permission to access.
View recent reports
The Reports tab at the top of the page displays a list of recently generated reports.
Schedule reports
Use the Schedule tab at the top of the page to set up reports that run according to a schedule and can be emailed automatically to appropriate addresses. See How to schedule reports.

What are the common details in reports?

Unavailable - no operator was available to take the chat

Blocked - user was blocked so could not start chat

Abandon - user did not complete pre-chat survey

Unanswered - user left before receiving an answer

Answered - if None then it means an agent answered the customer, but then was transferred to another department, waited in a queue, and dropped before being assigned to an agent.

None in the Operator column may mean the following:

  • Chat ended with no agent assigned. Digital DX Agent reports look at the Ended state of a chat, so if it ended without assignment then it is registered under None.
  • Agent was deleted in the meantime, which is why we recommend disabling rather than deleting users.

Messaging Apps Login reports

See the amount of time that your agents spent on handling messages over messaging apps.

Fastpath: report.boldchat.com > New Report > Login

Messaging Apps Login Summary

See the amount of time that your agents spent logged in Digital DX with regards to handling Messaging Apps. For a given date range, this report shows the number of hours and minutes each agent was logged in as either Available or Away.

Reported data:

Operator
Name of the agent.
Messaging Apps Available - Total
The total time the agent spent in available status.
Messaging Apps Available - .NET
The total time the agent spent in available status in the Digital DX Desktop Client.
Messaging Apps Available - Web
The total time the agent spent in available status in Agent Workspace.
Messaging Apps Available - Mobile
The total time the agent spent in available status in the iPhone app or using the web client on a mobile device.
Messaging Apps Away - Total
The total time the agent spent in Away status.
Messaging Apps Away - .NET
The total time the agent spent in Away status in the Digital DX Desktop Client.
Messaging Apps Away - Web
The total time the agent spent in Away status in Agent Workspace.
Messaging Apps Away - Mobile
The total time the agent spent in Away status in the iPhone app or using the web client on a mobile device.
% Forced
Percentage of total Away time that was forcibly put in Away status by ACD for not answering an item.

Messaging Apps Login Details

See the time of day associated with both login and logout behavior of agents with regards to handling Messaging Apps. The report can be grouped by date or agent and shows the time of day associated with a variety of login/logout behavior. The report shows the client the agent used and what action they took, whether that was logging in as Available or Away, or logging out.

Reported data:

Operator
Name of the agent.
Time
The time of changing the agent's status.
Client
The client where the agent's status was changed.
Action
The action that was taken to change the agent's status.

Where do I find a complete list of Digital DX reports

Use Digital DX's reporting tools to analyze and interpret the underlying data associated with site engagements and facilitate the transformation of data into actionable information.

Digital DX's reports are available at the reports site. Every time you run a report, the new report is displayed in the same window. Using Digital DX reports does not require any special license.

Chat Reports:

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

Email Reports:

Report Documentation Description
Assignment Summary here

Analyze data such as email assignments accepted during the time period (per operator), average time to accept email assignments, average speed to answer email assignments, and more.

Assignment Status Summary here

This report provides the status of new email threads created in the date range specified. It includes details about the number of unanswered and answered emails for open as well as closed email threads.

Thread Status Summary here

This report provides the status of new email threads created in the date range specified. It includes details about the number of unanswered and answered emails for open as well as closed email threads.

Assignment Activity Summary here

This report returns activity for individual emails exchanged within a thread based on the operator assigned to the individual emails. Date reported includes average time to close, average speed to answer, average time to respond, number closed but answered, number closed but unanswered, and more.

Thread Activity Summary here

This report returns activity for individual emails exchanged within a thread based on the operator assigned to the thread. Date reported includes average time to close, average speed to answer, number closed but answered, number closed but unanswered, and more.

Email Thread Answer Performance Summary here This report returns the time it takes for email threads to be answered, based on the selected grouping. The report selects the email threads that were answered inside the date range you select. Time-to-answer is the interval between the first email's arrival to the Bold server and the initial response to that email by an operator.
Email Thread Close Time Performance Summary here This report returns the time it takes for email threads to be closed, based on the selected grouping. The report selects all the answered email threads that were closed inside the date range you select. Time-to-close is the interval between the time the thread was first answered to when it was closed.
Email Assignment Answer Performance Summary here

This report returns the time it takes for email assignments to be answered, based on the selected grouping. The report selects all the email assignments that were answered inside the date range you select. Time-to-answer is the interval between assignment to an operator and the operator's response.

Email Assignment Close Time Performance Summary here

This report returns the time it takes for email assignments to be closed, based on the selected grouping. The report selects all the answered email assignments that were closed inside the date range you select. Time-to-close is the interval between the time the email was first assigned to when it was reassigned or closed.

Email Time To Respond Performance Summary here This report returns the time it takes for an email to be responded to, based on the selected grouping.
Email Productivity - Accepted here

See the number of accepted email threads by the given grouping for a specified date range. An email is considered accepted when an operator accepts or responds to an assigned email thread.

Email Productivity - Answered here

See the number of answered email threads by the given grouping for a specified date range. An email is considered answered when an operator is the first to respond to an email thread.

Email Productivity - Assigned here

See the number of assigned email threads by the given grouping for a specified date range. An email thread is considered assigned on each new assignment or re-assignment.

Email Productivity - Closed (Answered) here

See the number of email threads closed with an answer by the given grouping for a specified date range. An email thread is considered closed (answered) when an operator closes an email thread with at least one response email.

Email Productivity - Closed (Unanswered) here

See the number of email threads closed without an answer by the given grouping for a specified date range. An email thread is considered closed (unanswered) when an operator closes an email thread with no response email.

Email Productivity - Received here

See the number of individual emails received by the given grouping for a specified date range.

Email Productivity - Sent here

See the number of individual emails sent by the given grouping for a specified date range. Sent emails are independent of email threads.

Email Productivity Summary here

See the average of several key email metrics for a specified date range.

Email Productivity - Time To Respond here

See the response time to received emails for a specified date range. Only received emails with a corresponding reply email will be counted in this calculation.

Login Reports:

Report Documentation Description
Multi-Service Productivity here

The Multi-Service Productivity report provides an operator by operator overview of their time while assigned different service items. For a given date range, the report shows how many hours and minutes the agent was available, how much time they were assigned work items, how much time they spent idle, and a utilization calculation. The report also provides the amount of time spent handling concurrent assignments, the number of assignments they took per hour, and the maximum and average number of assignments. All this is broken out as well for each department assigned items for an operator. This is then rolled up into aggregate utilizations for each department an operator is a member of, as well as across all departments on the account.

Peak Concurrent Login Summary here

In a given time range, grouped by day, the Peak Concurrent Login report returns the number of logged in operators and time of day when the highest number of operators were logged in at once.

Chat Login Summary here

The Chat Login Summary can be grouped only by operator and shows how much time (in hours and minutes) for a given date range, the operator was logged in as available and away. A breakdown by client application type is also included.

Chat Login Details here

The Chat Login Detail can be grouped by date or operator and shows the time of day associated with a variety of login/logout behavior. The report shows the client the operator used and what action they took, whether that be logging in as available or away, or logging out.

Email Login Summary here

The Email Login Summary can be grouped only by operator and shows how much time (in hours and minutes) for a given date range, the operator was logged in as available and away. A breakdown by client application type is also included.

Email Login Details here

The Email Login Detail can be grouped by date or operator and shows the time of day associated with a variety of login/logout behavior. The report shows the client the operator used and what action they took, whether that be logging in as available or away, or logging out.

Ticket Login Summary here

The Ticket Login Summary can be grouped only by operator and shows how much time (in hours and minutes) for a given date range, the operator was logged in as available and away. A breakdown by client application type is also included.

Ticket Login Details here

The Ticket Login Detail can be grouped by date or operator and shows the time of day associated with a variety of login/logout behavior. The report shows the client the operator used and what action they took, whether that be logging in as available or away, or logging out.

Twitter Login Summary here

The Twitter Login Summary can be grouped only by operator and shows how much time (in hours and minutes) for a given date range, the operator was logged in as available and away. A breakdown by client application type is also included.

Twitter Login Details here

The Twitter Login Detail can be grouped by date or operator and shows the time of day associated with a variety of login/logout behavior. The report shows the client the operator used and what action they took, whether that be logging in as available or away, or logging out.

SMS Login Summary here

The SMS Login Summary can be grouped only by operator and shows how much time (in hours and minutes) for a given date range, the operator was logged in as available and away. A breakdown by client application type is also included.

SMS Login Details here

The SMS Login Detail can be grouped by date or operator and shows the time of day associated with a variety of login/logout behavior. The report shows the client the operator used and what action they took, whether that be logging in as available or away, or logging out.

FB Messenger Login Summary here

The Facebook Login Summary can be grouped only by operator and shows how much time (in hours and minutes) for a given date range, the operator was logged in as available and away. A breakdown by client application type is also included.

FB Messenger Login Details here

The Facebook Login Detail can be grouped by date or operator and shows the time of day associated with a variety of login/logout behavior. The report shows the client the operator used and what action they took, whether that be logging in as available or away, or logging out.

Messaging Apps Login Summary here

The Messaging Apps Login Summary can be grouped only by operator and shows how much time (in hours and minutes) for a given date range, the operator was logged in as available and away. A breakdown by client application type is also included.

Messaging Apps Login Details here

The Messaging Apps Login Detail can be grouped by date or operator and shows the time of day associated with a variety of login/logout behavior. The report shows the client the operator used and what action they took, whether that be logging in as available or away, or logging out.

SMS Reports:

Report Documentation Description
SMS Status Summary here

This report provides the status of new SMS conversations created in the date range specified. It includes details about the number of unanswered and answered texts for open as well as ended conversations.

SMS Assignment Status Summary here

This report provides the status of new SMS assignments assigned in the date range specified. It includes details about the number of unanswered and answered texts for open as well as ended assignments.

SMS Activity Summary here This report contains details such as the number of texts sent and received, average time to respond, number of answered, ended answered and ended unanswered texts along with average speed to answer and average time to end for answered.
SMS Assignment Activity Summary here

This report contains details such as the number of texts sent and received, average time to respond, number of answered, ended answered and ended unanswered texts along with average speed to answer and average time to end for answered.

SMS Answer Performance Summary here

For a specified date range, analyze the distribution of the time to answer SMS conversations and the performance within user defined time intervals.

SMS Assignment Answer Performance Summary here

For a specified date range, analyze the distribution of the time to answer SMS assignments and the performance within user defined time intervals.

SMS End Time Performance Summary here

For a specified date range, analyze the distribution of the time to close SMS conversations and the performance within user defined time intervals.

SMS Assignment End Time Performance Summary here

For a specified date range, analyze the distribution of the time to close SMS assignments and the performance within user defined time intervals.

Facebook Messenger Reports:

Report Documentation Description
FB Messenger Status Summary here

This report provides the status of new FB Messenger conversations created in the date range specified. It includes details about the number of unanswered and answered texts for open as well as ended conversations.

FB Messenger Assignment Status Summary here

This report provides the status of new FB Messenger assignments assigned in the date range specified. It includes details about the number of unanswered and answered texts for open as well as ended assignments.

FB Messenger Activity Summary here

This report contains details such as the number of texts sent and received, average time to respond, number of answered, ended answered and ended unanswered texts along with average speed to answer and average time to end for answered.

FB Messenger Assignment Activity Summary here

This report contains details such as the number of texts sent and received, average time to respond, number of answered, ended answered and ended unanswered texts along with average speed to answer and average time to end for answered.

FB Messenger Answer Performance Summary here

For a specified date range, analyze the distribution of the time to answer FB Messenger conversations and the performance within user defined time intervals.

FB Messenger Assignment Answer Performance Summary here

For a specified date range, analyze the distribution of the time to answer FB Messenger assignments and the performance within user defined time intervals.

FB Messenger End Time Performance Summary here

For a specified date range, analyze the distribution of the time to close FB Messenger conversations and the performance within user defined time intervals.

FB Messenger Assignment End Time Performance Summary here

For a specified date range, analyze the distribution of the time to end FB Messenger assignments and the performance within user defined time intervals.

Messaging Apps Reports:

Report Documentation Description
Messaging Apps Status Summary here

This report provides the status of new Messaging Apps conversations created in the date range specified. It includes details about the number of unanswered and answered texts for open as well as ended conversations.

Messaging Apps Assignment Status Summary here

This report provides the status of new Messaging Apps assignments assigned in the date range specified. It includes details about the number of unanswered and answered texts for open as well as ended assignments.

Messaging Apps Activity Summary here

This report contains details such as the number of texts sent and received, average time to respond, number of answered, ended answered and ended unanswered texts along with average speed to answer and average time to end for answered.

Messaging Apps Assignment Activity Summary here

This report contains details such as the number of texts sent and received, average time to respond, number of answered, ended answered and ended unanswered texts along with average speed to answer and average time to end for answered.

Messaging Apps Answer Performance Summary here

For a specified date range, analyze the distribution of the time to answer Messaging Apps conversations and the performance within user defined time intervals.

Messaging Apps Assignment Answer Performance Summary here

For a specified date range, analyze the distribution of the time to answer Messaging Apps assignments and the performance within user defined time intervals.

Messaging Apps End Time Performance Summary here

For a specified date range, analyze the distribution of the time to close SMS conversations and the performance within user defined time intervals.

Messaging Apps Assignment End Time Performance Summary here

For a specified date range, analyze the distribution of the time to close Messaging Apps assignments and the performance within user defined time intervals.

Visit Reports:

Report Documentation Description
Visit Summary here

The report shows the total number of customers, the number of new and repeat customers, the average time customers spent on site, the total and average number of customer page views, and the average time per page. The report also includes information about the performance of proactive invites including the total number of invitations sent, number declined and ignore, and the average acceptance rate including a 95% confidence interval. The report can be grouped and filtered in numerous ways to provide different perspectives on the data. A very useful grouping is by "custom invite" which will allow an analysis (again within a 95% confidence interval) on the best performing proactive invitations.

Invite Summary here

The Invite Summary report, grouped only by proactive invitation rule, shows the number of times the invitation was offered, accepted, declined and ignored. Percentages are included as well.

Visit Chat Interactions here

The Visit Chat Interactions report shows the visit data associated with visits which also had a chat interaction. The report provides the total number of chats (grouped in one of a variety of ways) and then the number of those chats associated with either a new or return visit. Also included are the average time the chat customers spent on site, the average and total number of page views they had, the number of the chats occurring from invitations, and the average chat message count and duration.

Visit 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.

Experiment Reports:

Report Documentation Description
Experiment Summary here

For chat buttons, see the number of customers to whom each button was presented and the number who accepted (clicked to chat). For invitations, see the number of customers invited and the number who accepted (clicked to chat). You can also compare conversion data for the items in your experiment in comparison to the control.

Experiment Detail here

For chat buttons, see the number of customers to whom each button was presented and the number who accepted (clicked to chat). For invitations, see the number of customers invited per test invitation and the number who accepted, declined, or ignored. You can also compare advanced conversion data for the items in your experiment.

Twitter Reports:

Report Documentation Description
Twitter Status Summary here

This report provides the status of new twitter threads created in the date range specified. It includes details about the number of unanswered and answered tweets for open as well as ended threads.

Twitter Activity Summary here

This report contains details such as the number of tweets sent and received, average time to respond, number of answered tweet threads, ended answered and ended unanswered tweet threads along with average speed to answer and average time to end for answered tweet threads.

Twitter Answer Performance Summary here

For a specified date range, analyze the distribution of the time to answer tweets and the performance within user defined time intervals.

Twitter End Time Performance Summary here

For a specified date range, analyze the distribution of the time to close tweet threads and the performance within user defined time intervals.

Ticket Report:

Report Documentation Description
Ticket Summary  

Includes details about the number of new and closed tickets along with the average time for which tickets were open (from created to closed).

Contact Report:

Report Documentation Description
Contact Summary here

The data can be grouped in a number of different ways including date, day of the week, hour, operator, country etc.

Basic Reports:

Report Documentation Description
Basic Summary here

For a given date range this report contains graphs for total chats, a summary containing the number of new customers vs return customers, number of invited vs customer initiated chats, most clicked chat button location, customer chat acceptance rate, location where invitations had the highest acceptance rate, chat engagement rate and a number of other useful metrics. Based on the data included in the report, automated logic suggests one or more tips so that you can improve the quantity and quality of chat interactions.

One of the easiest ways to help manage the deployment is to leverage scheduled reports. Reports can be scheduled one time and then emailed out automatically on a set frequency, even to individuals who are not set up with Digital DX.

When a customer wants to chat with a live agent, their interaction goes through a complex lifecycle. Here's the oversimplified version of this complexity.

1. Created > 2. Started > 3. Answered > 4. Ended > 5. Closed

Let's look at what happens in a simple scenario:

  1. The customer clicks a chat button on a website This is when a chat is in Created status.
  2. The customer fills in the pre-chat form and clicks "Start". This is when chat status changes to Started.
  3. Depending on whether you have Automatic Distribution enabled, the chat is assigned to an agent either automatically or manually. This is when chat status changes to Assigned.
  4. The agent answers the chat, and chat status changes to Answered.
  5. The customer or the agent ends the chat, and chat status changes to Ended.
  6. The agent fills in the wrap-up form and chat status changes to Closed.
  7. If there is no wrap-up form, the chat closes after the Auto-close interval set on the Agent Wrap-up page of the chat window setup.

What if you have a chatbot?

A chatbot does not significantly influence a chat's lifecycle.

  1. A chat begins with the customer clicking a chat button on a website. This is when the chat is in Created status.
  2. Chat status changes to Started after the first interaction with the chat window (customer starts typing), or if there is an auto-question when the widget opens.
    Important: Since the bot does not count as an agent who answers the customer, chat status never changes to Answered while chatting with the bot. Therefore, Answered time in the Agent Workspace will always display N/A.
  3. The customer at some point may decide to escalate the chat to a live agent. At this point, the customer may have to fill in a pre-chat form and the chat's Started time is updated. In other words, the chat is started again; this time with a live agent.
  4. From here on, the chat's lifecycle is the same: the chat is first Answered, then Ended, and finally Closed.

How to run reports in the desktop Operator Client

This topic describes options available on the BoldChat Operator Client Reports tab.

New
Select New to create your own customized report.
Template
Templates allow you to set up custom report template to avoid the need to select criteria each time you generate the report.
Relate To
Use the Relate To button to create or associate a ticket for actionable follow ups based upon information related to the specific report.
Schedule
Use the Schedule button to set up reports that run according to a schedule and can be emailed automatically to appropriate addresses.
Recent reports
Use Recent Reports (top right corner of the Reports window) to display a list recently generated reports, with additional filters as required.
Report tab
The Report tab displays the generated report.
Discussion tab
The Discussion tab is used to facilitate discussions among staff based on the selected report.
Details tab
The Details tab a displays additional detail on the selected report.
Ticket tab
Shows any tickets that may be associated with the selected report.
Reporting Interface
Figure 1. Desktop Operator Client Reporting interface

BoldChat Reports

You can generate reports based on predefined report templates. Some reports are available only with Premier or Enterprise.

Except where noted, reports are available for all editions using both the Web Reports site and the desktop Operator Client. We encourage you to use Web Reports due its powerful sorting and filtering options.

Tip: The desktop Operator Client exports data in CSV format. To ensure CSV compatibility, set your region under Setup > General Account Settings > Region before exporting.
Note: All Email reports and most Chat reports offer up to four Department filters:
  • Department (Operator membership) ? Show chats/emails assigned to an operator who belongs to this department
  • Department (First assignment) ? Show chats/emails that were assigned to this department before any other
  • Department (Last assignment) ? Show chats/emails that have this department as their most recent assignment
  • Department (Any assignment) ? Show chats/emails that were assigned to this department at any time
    • The Department (Any assignment) filter does not recognize chats that are assigned to a department but not to a specific operator. This may happen under certain circumstances:
      • When ACD is off and a chat is assigned to a department but not to an operator.
      • When ACD is on and a chat is assigned to an offline department but not to an operator. (Assignment to an offline department can happen manually, due to a rule, or when assignment is made to a department with a queue.)

How to work with reports on the web

This topic describes options available on the BoldChat Web Reports page at https://report.boldchat.com.

Snapshot
Click Snapshot at the top of the page to view the 7 Day Snapshot. This report displays data from the last seven full days of BoldChat activity for folders the active user has permission to access.
Reports
The Reports tab displays a list of recently generated reports.
Scheduled
Use the Schedule page to set up reports that run according to a schedule and can be emailed automatically to appropriate addresses.

BoldChat Reporting and Monitoring

Use BoldChat's reporting tools to analyze and interpret the underlying data associated with site engagements and facilitate the rapid transformation of data into actionable information. For quick insight into your organization's status, try BoldChat's Dashboard features.

You can create reports from two locations:

Similarly, dashboard features are also available both online and in the desktop Operator Client:

Advanced reporting features

You can fine-tune the result of your reports that best suit your needs.

How to group your reporting data

When you run a report, you get information on the performance of your whole organization. However, you may want to know how a specific agent or even a chat button performs. To do so, you can change the default grouping of your reports to visually align the generated data to your needs.

  1. Sign in at https://report.boldchat.com.
  2. Click New Report at the top of the page and select a report type on the left.

    To change the default grouping of your report data, click the grouping option on the right and change it to your needs.

  3. Click Advanced on the right.
  4. Click Add New Report Grouping and select a grouping option.

    Result:

    Note: You can add multiple grouping options.
  5. Click Run Report at the bottom of the page.

How to filter reports

When you run a report, you get information on the performance of your whole organization. However, you may want to know how a specific agent or even a chat button performs. To do so, you can filter your reports to see only the data that really matters.

Note: Currently, Messaging App reports do not support filtering based on Account.
  1. Sign in at https://report.boldchat.com.
  2. Click New Report at the top of the page and select a report type on the left.
  3. Click Advanced on the right.
  4. Click Add New Report Filter and select a filter.

    Result:

    Note: You can add multiple filters.
  5. Click All to select specific members of the filter group.

  6. Select the individual members of the filter.
  7. Click Run Report at the bottom of the page.

How to change the timezone of reports

  1. Click New Report at the top of the page and select a report type on the left.
  2. Click Advanced on the right.
  3. In the top-right, click the timezone selector and change it to your timezone.

  4. Click Run Report at the bottom of the page.

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.

Digital DX reports are available at the reporting site. Using Digital DX reports does not require any special license. To get started, reference the guide below for how to create a Chat Summary Report and how to run, filter, group, and export data. Additionally, we have outlined some additional reports that may be a helpful introduction to Digital DX reporting.
Note: For detailed information on reports, see the complete list of Bold360 reports.

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.

  1. To run the chat summary report, navigate to New Report in the upper-right corner.

  2. Click Chat Summary from the list of reports on the left side of the screen. Select the date range you are looking for.
  3. Within the drop-down, select how you want to group your report. By default, the report is grouped by Date but you can change to group by Button, Window, Operator, and more.

  4. Once your report runs, you can see the category or column definitions at the bottom of the screen under Result category definitions (also included below):
    • Total Clicks - all clicks of the chat button plus all accepted invitations

      Unavailable - all clicks of chat button when no operators are logged in as available

      Blocked - all clicks of chat button by blocked customers

      Abandoned - customers presented, but not completing the pre-chat survey

      Unanswered Chats - abandons while waiting for an answer plus chats reaching timeout

      Answered Chats - all chats answered by an operator

      AMC - Average Message Count for answered chats

      Unanswered Time - time in queue for unanswered chats

      ASA - Average Speed to Answer for Answered Chats. Time from when the chat Started to the time it was Answered by the agent

      ACT - Average Chat Time for answered chats. Time from answering a chat until it ends, specifically, all the time between the first operator answering the chat and the final operator assigned to the chat when it ends, adds up to the ACT calculation for the final operator.

  5. Click on the gear icon in upper right corner to export the report. Reports can be exported to .CSV, .XLS or .PDF.

  6. To change or add filters or groupings of the report, click Re-Run.

    After updating or adding groupings or filters, click Run Report.

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.

Basic Reports

Name Availability Notes
Basic Summary

For a given date range this report contains:

Graphs for total chats, a summary containing the number of new visitors vs return visitors, number of invited vs customer initiated chats, most clicked chat button location, visitor chat acceptance rate, location where invitations had the highest acceptance rate, chat engagement rate and a number of other useful metrics. Based on the data included in the report, automated logic suggests one or more tips so that you can improve the quantity and quality of chat interactions.

Keyword Summary Same as Chat Keyword Summary and Visit Keyword Summary on Web Reports For a given date range, this report contains the list of top search engine keywords used by visitors to arrive on your website. See a detailed breakdown of visitors that engaged via chat as well as those that declined to, including metrics such as average answer time, average chat time, chat counts, visitor counts, average time on site, average page views, chat invite acceptance rate and more.
Mobile Summary Combined with Basic Summary on Web Reports

For a given date range this report contains:

A summary containing the number of new visitors vs return visitors, number of invited vs customer initiated chats, most clicked chat button location, visitor chat acceptance rate, location where invitations had the highest acceptance rate, duration agents were logged in as available on a mobile device and a number of other useful metrics.

Free Summary Desktop Operator Client

For a given date range this report contains:

Graphs for total chats, a summary containing the number of customer initiated chats, most clicked chat button location, missed chat opportunities, number of leads gathered and a number of other useful metrics. Based on the data included in the report, automated logic suggests one or more tips so that you can improve the quantity and quality of chat interactions.

Canned Message Summary Report

Perform Canned Message analysis and clean-up using this report that shows the most frequently used canned messages.

Fastpath: report.boldchat.com > New Report > Chat > Canned Message Summary

Reported data:

Rank
Rank in terms of total usage.
Total
The number of times the canned message was used.
Note: When no custom operator filters are selected the chatbot is excluded from report.

SMS Activity Summary report

This report contains details such as the number of texts sent and received, average time to respond, number of answered, ended answered and ended unanswered texts along with average speed to answer and average time to end for answered.

Fastpath: report.boldchat.com > New Report > SMS > SMS Activity Summary

See activity for a specified date range.

Sent
Messages sent within the specified date range.
Received
Messages received within the specified date range.
ATTR (HH:MM:SS)
Average time to respond for sent messages that were in reply to a received message.
Answered
Messages that were answered within the specified date range.
ASA (HH:MM:SS)
Average Speed to Answer for answered messages.
Ended Ans
Messages ended in the specified date range that were answered at some time.
Ended Unans
Messages ended that have never been answered
ATTC (HH:MM:SS)
Average Time to End for Answered, Ended messages (from Answered to Ended)

Chat Conversion Summary report

This reports gives you insight into conversions.

Fastpath: report.boldchat.com > New Report > Chat > Chat Conversion Summary

The report also contains a breakdown of the type of conversion ? same visit (chat and conversion occurred during the same visit), prior visit, via auto-invites or self-serve (without chat). The data can be grouped in a number of different ways including date, day of the week, hour, agent, custom invite.

Chat+Conv Same Visit
Conversions that had a chat during the same visit.
Chat+Conv Prior Visit
Conversions that had a chat during any prior visit.
Auto-Invite Chat Conversions
Conversions resulting from an answered Auto Invite Chat.
Self-Serve Conversion
Conversions that occurred without a chat (unassisted).
Number
Count of the number of conversions (for the applicable group).
Value
Value of the conversions (for the applicable group).
Note: The number and value of Auto-Invite Conversions number and value are a subset of Chat-related conversions (Same Visit and Prior Visit)
Note: When no custom operator filters are selected the chatbot is excluded from report.

Email Activity Summary reports

The report contains details such as the number of emails sent and received, average time to respond, number of answered, closed answered and closed unanswered email threads along with average speed to answer and average time to close for answered.

Fastpath: report.boldchat.com > New Report > Email > Activity Summary

Assignment Activity Summary

This report returns activity for individual emails exchanged within a thread based on the agent assigned to the individual emails. The Sent, Received, and ATTR (Average Time to Respond) columns look at the email count grouped by the created date of individual emails in a thread. Answered and ASA (Average Speed to Answer) represent data for individual emails.

Note: To see the number of emails your agents received per hour, then group the report by Hour when running it.

Reported data:

Sent
The number of emails sent during the specified date range.
ATTR (HH:MM:SS)
The Average Time to Reply for each email sent as a reply during the specified date range. Calculated as follows: [Time when sent] minus [time when received]. If multiple emails were received, only the most recent is used.
Received
The number of emails received during the specified date range.
Answered
The number of assignments (automatic or manual) for which an answer was sent during the specified date range. Each assignment with an answer is represented, even when answering the same email or the same thread.
ASA (HH:MM:SS)
The Average Speed to Answer for assignments answered during the specified date range. Calculated as follows: [time when first answer was sent] minus [time when assignment was made].
Closed Answered
The number of answered assignments (automatic or manual) that were closed during the specified date range either because they were reassigned or the thread was closed.
Closed Unanswered
The number of assignments (automatic or manual) that were closed during the specified date range without being answered either because they were reassigned or the thread was closed.
ATTC (HH:MM:SS)
The Average Time to Close for each assignment that was closed during the specified date range for which an answer was sent. Calculated as follows: [time when the assignment was reassigned or the thread was closed] minus [the time when the first answer was sent].
Important: This report focuses on activity on given dates, as shown in rows. The only attribute shared by numbers reported in columns is their occurrence on the given date. For example, an email reported in the Sent column may not be the same as the email thread represented in the Answered column (which is showing results based on the first answered email in the thread). Similarly, Closed Answered, Closed Unanswered, and ATTC (Average Time to Close) are based on the closed time of a thread and may not represent the same emails reported in the Sent, Received, or ATTR columns.

When filtered by agent/department, or when using agent grouping, you filter out the individual emails assigned to the filtered agent/department.

Thread Activity Summary

This report returns activity for individual emails exchanged within a thread based on the agent assigned to the thread. However, Sent, Received, and Average Time to Respond look at the email count grouped by the created date of individual emails.

Reported data:

Sent
The number of emails sent during the specified date range.
Received
The number of emails received during the specified date range.
ATTR (HH:MM:SS)
The Average Time to Reply for each email sent as a reply during the specified date range. Calculated as follows: [time when sent] minus [time when received]. If multiple emails were received, only the most recent is used.
Answered
The number of threads for which an answer was sent during the specified date range. Each thread with an answer is represented.
ASA (HH:MM:SS)
The Average Speed to Answer for threads answered during the specified date range. Calculated as follows: [time when first answer was sent] minus [time when thread was created].
Closed Answered
The number of answered threads that were closed during the specified date range. Only threads with an end time within the specified date range are reported.
Closed Unanswered
The number of threads that were closed during the specified date range without being answered.
ATTC (HH:MM:SS)
The "Average Time to Close" for each thread that was closed during the specified date range for which an answer was sent. Calculated as follows: [time when the thread was closed] minus [the time when the first answer was sent].
Important: This report focuses on activity on given dates, as shown in rows. The only attribute shared by numbers reported in columns is their occurrence on the given date. For example, an email reported in the Sent column may not be the same as the email thread represented in the Answered column (which is showing results based on the first answered email in the thread). Similarly, Closed Answered, Closed Unanswered, and ATTC (Average Time to Close) are based on the closed time of a thread and may not represent the same emails reported in the Sent, Received, or ATTR columns.

When filtered by agent/department, or when using the agent grouping, you filter out the email threads assigned to the filtered agent/department. The ASA (Average Speed to Answer) is calculated using the time-to-answer of the first email answered in each counted thread (as shown in the Answered column).

Email Assignment Summary report

Analyze data such as email assignments accepted during the time period (per agent), average time to accept email assignments, average speed to answer email assignments, and more.

Fastpath: report.boldchat.com > New Report > Email > Assignment Summary

Reported data:

Operator
Name of the agent.
Accepted
Number of accepted email assignments by the agent.
Average Time to Accept
Average time to accept email assignments.
Answered
Number of answered emails.
Average Speed to Answer
Average Speed to Answer for answered chats. Calculates time from chat Started to Answered by a live agent. Time from when the chat started to the time it was answered by the agent.
Still Active
Number of email assignments that are still active.
Closed Answered
Number of emails that were answered before they were closed.
Closed Unanswered
Number of emails that were not answered before they were closed.
Average Time to Close (Unanswered)
The average time to close for each assignment that was closed during the specified date range for which an answer was sent. Calculated as follows: [time when the assignment was reassigned or the thread was closed] minus [the time when the first answer was sent].
Average Emails
Received
The number of emails received during the specified date range.
Sent
The number of emails sent during the specified date range.
Average Time to Respond
The average time to reply for each email sent as a reply during the specified date range. Calculated as follows: [Time when sent] minus [time when received]. If multiple emails were received, only the most recent is used.

Email Performance reports

Create reports on your agents' performance over your email channel.

Fastpath: report.boldchat.com > New Report > Email > Performance

Email Thread Answer Performance Summary report

This report returns the time it takes for email threads to be answered, based on the selected grouping. Use it to analyze the time-to-answer distribution for each email in a thread. Time-to-answer is the time between receipt of the incoming email and the agent's response. The report returns the interval between the first email's arrival to the BoldChat server and the initial response to that email by an agent.

Email Thread Close Time Performance Summary report

Returns the time it takes to close the email thread based on the selected grouping. It answers the question "How much time elapsed between the first response the time when the thread was closed?"

Email Assignment Answer Performance Summary report

This report returns the time it takes for email assignments to be answered, based on the selected grouping. It answers the question "How long is it taking my agents to respond to an email?"

It analyzes the time-to-respond distribution for each email sent in direct response to an incoming email. Time-to-respond is the time between receipt of the incoming email and the agent's direct response.

Email Assignment Close Time Performance Summary report

This report returns the time it takes to close the email assignment based on the selected grouping. It answers the question "How much time elapsed between the time of assignment and the time when the assignment was closed?" It is filtered based on the time the email assignment was closed.

Email Time To Respond Performance Summary report

This report returns the time it takes for an email to be responded to, based on the selected grouping. Use this report to answer the question "How long did customers have to wait for each response sent on a given date?"

To avoid a negative impact on agents' performance statistics, use Time Filter > Only when agents are Available. This excludes periods when agents should not normally be expected to respond - namely, when they are unavailable.

Email Productivity reports

Create reports on your agents' productivity when answering emails.

Fastpath: report.boldchat.com > New Report > Email > Productivity

Accepted

See the number of accepted email threads by the given grouping for a specified date range. An email is considered accepted when an agent accepts or responds to an assigned email thread.

Answered

See the number of answered email threads by the given grouping for a specified date range. An email is considered answered when an agent is the first to respond to an email thread.

Assigned

See the number of assigned email threads by the given grouping for a specified date range. An email thread is considered assigned on each new assignment or re-assignment.

Closed (Answered)

See the number of email threads closed with an answer by the given grouping for a specified date range. An email thread is considered closed (answered) when an agent closes an email thread with at least one response email.

Closed (Unanswered)

See the number of email threads closed without an answer by the given grouping for a specified date range. An email thread is considered closed (unanswered) when an agent closes an email thread with no response email.

Received

See the number of individual emails sent by the given grouping for a specified date range. Sent emails are independent of email threads.

Sent

See the number of individual emails received by the given grouping for a specified date range.

Summary

See the average of several key email metrics for a specified date range.

Time To Respond

See the response time to received emails for a specified date range. Only received emails with a corresponding reply email will be counted in this calculation.

Invite Summary report

Analyze the effectiveness of your Auto Invite Rule Sets.

Fastpath: report.boldchat.com > New Report > Visit > Invite Summary
Important: This report contains data for the current and previous three months only.

The Invite Summary report, grouped only by proactive invitation rule, shows the number of times the invitation was offered, accepted, declined and ignored. Percentages are included as well.

Note: The number of those website visitors who qualified for the rule, but were not sent an invitation because there were no agents available to chat is displayed in the <None> row. For more information, see Missed Opportunity Summary report.
Qualified
Customers who met all the criteria for an invite, regardless of availability.
Sent
Customers who were actually sent an invite.
Accepted
Invitations accepted.
Declined
Invitations declined
Ignored
Invitations ignored
Inv %
Percentage of customers invited who met all the rules regardless of availability
Accept %
Percentage of invitations sent that were accepted

Messaging Apps Status Summary report

This report provides the status of new Messaging App conversations created in the date range specified. It includes details about the number of unanswered and answered messages for open as well as ended conversations.

Fastpath: report.boldchat.com > New Report > Messaging Apps > Messaging Apps Status Summary

All new text chats are accounted for in one of the categories to the right of the New column.

New
New messages created in the date range specified.
Unans/Open
New messages still unanswered and open.
Ans/Open
New messages answered and still open.
Unans/Ended
New messages currently closed and unanswered.
Ans/Ended
New messages currently closed and answered.

Messaging Apps Performance reports

Create reports on your agents' performance over your (additional) messaging apps channel.

Fastpath: report.boldchat.com > New Report > Messaging Apps > Performance
Note: Performance type reports do not display the agent's performance, but the overall conversation performance (including the chatbot's performance). This will be adjusted in a later release.

Messaging Apps Answer Performance Summary report

For a specified date range, analyze the distribution of the time to answer message conversations and performance within the defined time interval.

Messaging Apps Assignment Answer Performance Summary report

For a specified date range, analyze the distribution of the time to answer message assignments and performance within the defined time interval.

Messaging Apps End Time Performance Summary report

For a specified date range, analyze the distribution of the time to close message threads and performance within the defined time interval.

Messaging Apps Assignment End Time Performance Summary report

For a specified date range, analyze the distribution of the time to end message assignments and performance within the defined time interval.

Messaging Apps Assignment Status Summary report

This report provides the status of new Messaging App assignments assigned in the date range specified. It includes details about the number of unanswered and answered messages for open as well as ended assignments.

Fastpath: report.boldchat.com > New Report > Messaging Apps > Messaging Apps Assignment Status Summary

All new text chats are accounted for in one of the categories to the right of the New column.

New
New messages created in the date range specified.
Unans/Open
New messages still unanswered and open.
Ans/Open
New messages answered and still open.
Unans/Ended
New messages currently closed and unanswered.
Ans/Ended
New messages currently closed and answered.

Messaging Apps Assignment Activity Summary report

This report contains details such as the number of messages sent and received, average time to respond, number of answered, ended answered and ended unanswered messages, along with average speed to answer and average time to end for answered.

Fastpath: report.boldchat.com > New Report > Messaging Apps > Messaging Apps Assignment Activity Summary
Sent
Messages sent in the specified date range.
Received
Messages received in the specified date range.
ATTR (HH:MM:SS)
Average time to respond for messages sent in reply to a received message.
Answered
Messages that were answered in the date range specified.
ASA (HH:MM:SS)
Average Speed to Answer for answered messages.
Ended Ans
Messages ended in the date range specified that were answered at some time.
Ended Unans
Messages ended that have never been answered.
ATTC (HH:MM:SS)
Average Time to End for Answered, Ended messages (from Answered to Ended).

Messaging Apps Activity Summary report

This report contains details such as the number of messages sent and received, average time to respond, number of answered, ended answered and ended unanswered messages along with average speed to answer and average time to end for answered.

Fastpath: report.boldchat.com > New Report > Messaging Apps > Messaging Apps Activity Summary

See activity for a specified date range.

Sent
Messages sent within the specified date range.
Received
Messages received within the specified date range.
ATTR (HH:MM:SS)
Average time to respond for sent messages that were in reply to a received message.
Answered
Messages that were answered within the specified date range.
ASA (HH:MM:SS)
Average Speed to Answer for answered messages.
Ended Ans
Messages ended in the specified date range that were answered at some time.
Ended Unans
Messages ended that have never been answered
ATTC (HH:MM:SS)
Average Time to End for Answered, Ended messages (from Answered to Ended)

How to create report templates

After running a report, you can save it as a template so that you can run it later with the same pre-defined settings.

  1. Log in at https://report.boldchat.com.
  2. Click New report to select a report that you want to schedule.
  3. Click Run report.
  4. On the Report results page, click the cogwheel icon and then click Save as Template.

You can find report templates in the Templates report category.

Visit Summary report

Use the Visit Summary report to see an overview of the traffic to one or more specified websites.

Fastpath: report.boldchat.com > New Report > Visit > Visit Summary
Important: This report contains data for the current and previous three months only.

The report shows the total number of customers, the number of new and repeat customers, the average time customers spent on site, the total and average number of customer page views, and the average time per page. The report also includes information about the performance of proactive invites including the total number of invitations sent, number declined and ignore, and the average acceptance rate including a 95% confidence interval. The report can be grouped and filtered in numerous ways to provide different perspectives on the data. A very useful grouping is by "custom invite" which will allow an analysis (again within a 95% confidence interval) on the best performing proactive invitations.

Visits

  • Date
  • Total
  • New
  • Return
  • Avg Time

Page Views

  • Total
  • Average
  • Avg Time

Invites

  • Total
  • Accepted
  • Accept %
  • Declined
  • Ignored

Email Status Summary reports

These reports provide the status of new email threads created in the date range specified, including details about the number of unanswered and answered emails for open as well as closed email threads.

Fastpath: report.boldchat.com > New Report > Email > Status Summary

Assignment Status Summary report

This report provides the status of new email assignments created in the date range specified. It includes details about the number of unanswered and answered emails for open as well as closed email threads.

Reported data:

New
The number of new email assignments during the specified date range.
Open Answered
The number of answered assignments (automatic or manual) that were still open during the specified date range either because they were reassigned or the thread was closed.
Open Unanswered
The number of assignments (automatic or manual) that were still open during the specified date range without being answered either because they were reassigned or the thread was closed.
Closed Answered
The number of answered assignments (automatic or manual) that were closed during the specified date range either because they were reassigned or the thread was closed.
Closed Unanswered
The number of assignments (automatic or manual) that were closed during the specified date range without being answered either because they were reassigned or the thread was closed.

Thread Status Summary report

This report provides the status of new email threads created in the date range specified. It includes details about the number of unanswered and answered emails for open as well as closed email threads

  • Sent = The number of emails sent during the specified date range.
  • Received = The number of emails received during the specified date range.
  • ATTR (HH:MM:SS) = The "Average Time to Reply" for each email sent as a reply during the specified date range. Calculated as follows: [time when sent] minus [time when received]. If multiple emails were received, only the most recent is used.
  • Answered = The number of threads for which an answer was sent during the specified date range. Each thread with an answer is represented.
  • ASA (HH:MM:SS) = The "Average Speed to Answer" for threads answered during the specified date range. Calculated as follows: [time when first answer was sent] minus [time when thread was created].
  • Closed Answered = The number of answered threads that were closed during the specified date range. Only threads with an end time within the specified date range are reported.
  • Closed Unanswered = The number of threads that were closed during the specified date range without being answered.
  • ATTC (HH:MM:SS) = The "Average Time to Close" for each thread that was closed during the specified date range for which an answer was sent. Calculated as follows: [time when the thread was closed] minus [the time when the first answer was sent].

Experiment Details report

The report shows advanced data showing how customers responded to items in your experiment compared to the control group.

Fastpath: report.boldchat.com > New Report > Experiment > Experiment Summary

For chat buttons, see the number of visitors to whom each button was presented and the number who accepted (clicked to chat). For invitations, see the number of visitors invited per test invitation and the number who accepted, declined, or ignored. You can also compare advanced conversion data for the items in your experiment.

See activity for a specified date range.

Experiment Groups
Name of the experiment group.
Customers
Number of customers who took part in the experiment.
Chats
Number of customers who started a chat session.
Invitations Qualified
Customers who met all the criteria for an invite, regardless of availability.
Invitations Sent
Number of invitations sent to customers.
Invitations Accepted
Number of invitations that customers accepted.
Invitations Ignored
Number of invitations that customers ignored.
Conversions
The number of customers converted to the test item.
% of Customers Converting
The percentage of customers converted to the test item.
Conversion Amount
The total value of conversions.
$ / Conversion
The value of a single conversion.
Chat+Conv Same Visit
Conversions that had a chat during the same visit.
Conversion Amount
The total value of conversions that had a chat during the same visit.
Chat+Conv Prior Visit
Conversions that had a chat during any prior visits.
Conversion Amount
The total value of conversions that had a chat during any prior visits.

Experiment Summary report

The report shows how customers responded to items in your experiment in comparison to the control group.

Fastpath: report.boldchat.com > New Report > Experiment > Experiment Summary

For chat buttons, see the number of visitors to whom each button was presented and the number who accepted (clicked to chat). For invitations, see the number of visitors invited and the number who accepted (clicked to chat). You can also compare conversion data for the items in your experiment in comparison to the control.

Note: For Total conversion compared to control, the formula used is (Conversion/Visitors) / (Control Group Conversion/Control Group Visitors) - 1. For Total conversion amount compared to control the formula is (Conversion Amount/Total Conversions) / (Control Group Conversion Amount/Control Group Total Conversions) - 1

See activity for a specified date range.

Experiment Groups
Name of the experiment group.
Customers
Number of customers who took part in the experiment.
Chats
Number of customers who started a chat session.
Invitations Sent
Number of customers invited.
Invitations Accepted
Number of invitations that customers accepted.
Conversions
The number of customers converted to the test item.
Conversions Compared to CG
The percentage of customers converted by a test item compared to the percentage converted by the currently deployed control item.
Conversion Amount
Amount of the Conversions (for the applicable group).
Conversion Amount Compared to CG
The total value of conversions for a test item compared to the total value of conversions for the currently deployed control item.

FB Messenger Assignment Activity Summary report

This report contains details such as the number of messages sent and received, average time to respond, number of answered, ended answered and ended unanswered messages, along with average speed to answer and average time to end for answered.

Fastpath: report.boldchat.com > New Report > FB Messenger > FB Messenger Assignment Activity Summary
Sent
Messages sent in the specified date range.
Received
Messages received in the specified date range.
ATTR (HH:MM:SS)
Average time to respond for messages sent in reply to a received message.
Answered
Messages that were answered in the date range specified.
ASA (HH:MM:SS)
Average Speed to Answer for answered messages.
Ended Ans
Messages ended in the date range specified that were answered at some time.
Ended Unans
Messages ended that have never been answered.
ATTC (HH:MM:SS)
Average Time to End for Answered, Ended messages (from Answered to Ended).

FB Messenger Assignment Status Summary report

This report provides the status of new messenger assignments assigned in the date range specified.

Fastpath: report.boldchat.com > New Report > FB Messenger > FB Messenger Assignment Status Summary

It includes details about the number of unanswered and answered messages for open as well as ended assignments.

New
New messages created in the date range specified.
Unans/Open
New messages still unanswered and open.
Ans/Open
New messages answered and still open.
Unans/Ended
New messages currently closed and unanswered.
Ans/Ended
New messages currently closed and answered.

Facebook Messenger Performance reports

These reports show performance metrics for Facebook Messenger conversations.

Fastpath: report.boldchat.com > New Report > FB Messenger > Performance

FB Messenger Answer Performance Summary report

For a specified date range, analyze the distribution of the time to answer messenger conversations and performance within the defined time interval.

FB Messenger Assignment Answer Performance Summary report

For a specified date range, analyze the distribution of the time to answer messenger assignments and performance within the defined time interval.

FB Messenger End Time Performance Summary report

For a specified date range, analyze the distribution of the time to close message threads and performance within the defined time interval.

FB Messenger Assignment End Time Performance Summary report

For a specified date range, analyze the distribution of the time to end messenger assignments and performance within the defined time interval.

Multi-Service Productivity report

Use this report to see how much time agents spend on each type of work item.

For each agent you can see the time spent assigned to different service items in Available, Away, Assigned, or Idle status and a utilization calculation in percentage. It also reports the time spent handling concurrent assignments, and the maximum number of assignments.

Fastpath: report.boldchat.com > New Report > Login > Multi-Service Productivity

Reported data:

Available

Total time logged in as Available.

Away

Total time logged in as Away.

Available (Assigned Time)

Total time in Available status with at least one item assigned.

Away (Assigned Time)

Total time in Away status with at least one item assigned.

Available (Idle Time)

Total time with no assignments (accepted or answered) while Available.

Away (Idle Time)

Total time with no assignments while Away.

Available (Utilization)

Percentage of time with at least one item assigned while Available.

Away (Utilization)

Percentage of time with at least one item assigned while Away.

Working

Percentage of time either in Available status, or with at least one item assigned in Away status.

Multi-assignment

Time spent on more than one simultaneous assignment while Available.

Total Assignment Time

Total time assigned to items counted separately while Available. For example, when an agent works on three chats simultaneously for 20 minutes each then the agent's Available (Assigned Time) is 20 minutes but the Total Assignment Time is one hour.

Assignments

Total number of assignments accepted or answered.

Max Simult

Greatest number of simultaneous assignments (any service type) for the given period.

Peak Concurrent Login Summary report

For a selected period of time, grouped by day, this report returns the highest number of agents who were logged in at once and the time when this peak occurred.

Fastpath: report.boldchat.com > New Report > Login > Peak Concurrent Login Summary

Reported data:

Date

Date when users logged in.

Max Logins

Maximum number of concurrent logins on a specific date.

Occurred At

Time when most users logged in at once.

Salesforce Summary report

The report contains the number of Salesforce Contacts and/or Leads created (manually or automatically) in Salesforce from a total number of answered chats.

Fastpath: report.boldchat.com > New Report > Chat > Salesforce Summary

See activity for a specified date range.

Total
Total number of chats started.
Answered
Number of chats that agents answered.
Messages
Number of messages that agents sent.
Contact
Number of Contacts added to Salesforce.
Lead
Number of Leads generated and added to Salesforce.
Note: When no custom operator filters are selected the chatbot is excluded from report.

Basic Summary report

Based on the data included in this report, the system generates tips ("Actions to consider") to help you improve your chat strategy.

Fastpath: report.boldchat.com > New Report > Basic Reports > Basic Summary

For a given date range this report contains:

  • Graphs for total chats
  • A summary containing the number of new customers vs return customers
  • Number of invited vs customer initiated chats
  • Most clicked chat button location
  • Customer chat acceptance rate
  • Location where invitations had the highest acceptance rate
  • Chat engagement rate
  • other useful metrics
Example: Sample "Highlights" and "Actions to consider"

Highlights:

  • You had 3 new customers to your site and 3 return customers.
  • You had 0 invited chats and 2 customer-initiated chats.
  • Your chat button was most often clicked on this page: samplesite.com/~sa/m/ple_test.html
  • 0% of your invitations to chat were accepted by your customers (6% is average).
  • Your invitations were most accepted on this page: <None>
  • Your chat engagement rate is 183% (normal rates average 6%, range up to 23%).
  • You missed 1 chat opportunities because you were not logged in to take them. (Unavailable Chats)
  • You gathered 0 leads from your missed chats (0% - average is 21%). (Messages Left)

Actions to consider:

  • You did not have many customers. Place Customer Monitoring code on your website to track your customers and enable invitations.
  • You did not answer many chats. Make sure your chat button is visible to customers and that you are available to chat.
  • Take some time to review chats from your most-used pages noted above to try to discover improvements to your site.

Auto Answers reports

Analyze how your customers interacted with auto answers.

Fastpath: report.boldchat.com > New Report > Chat > Auto Answers Reports

Auto Answers Chat Summary

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.

Chats - Total clicks
The total number of clicks on chat buttons or invitations to chat sessions where auto answers were enabled.
Chats - No interaction
The number of chats where customers did not interact at all with auto answers.
Chats - Interaction
The number of chats where customers interacted with auto answers.
Read Any Content - Total
The number of customers who read any auto answers.
Read Any Content - Rated Content
The number of customers who read and rated auto answers.
Read Any Content - Went to Chat
The number of customers who read any auto answers and then started a chat session.
Did Not Read Any Content - Total
The number of customers who did not read any auto answers.
Did Not Read Any Content - Went to Chat
The number of customers who started a chat session without reading any auto answers.

Auto Answers Canned Message Summary

Improve the customer experience by analyzing which canned messages are effective and which ones need improvement. See which canned messages were presented to the customer, which ones were rated, and how well they were rated.

Canned Message Name
The name of the selected canned message.
Presented
The number of times the auto answer showed up in customer searches.
Clicked - Total Clicked
The number of times a customer clicked on the auto answer.
Clicked - Rated
The number of times an auto answer was clicked and rated.
Clicked - % Rated
The percentage of those auto answers that customers clicked and rated. Calculated as Rated * 100/Total Clicked.
Clicked - Not Rated
The number of times an auto answer was clicked but not rated.
Clicked - % Not Rated
The percentage of those auto answers that customers clicked but did not rate. Calculated as Not Rated * 100/Total Clicked.
Rated - Helpful
The number of times an auto answer was positively rated.
Rated - % Helpful
The percentage of those auto answers that customers rated positively. Calculated as Helpful * 100/Rated.
Rated - Not Helpful
The number of times an auto answer was negatively rated.
Rated - % Not Helpful
The percentage of those auto answers that customers rated negatively. Calculated as Not Helpful * 100/Rated.

Auto Answers Customer Question Detail by Canned Message

Review what types of questions customers enter into the Auto Answers feature. Analyze this information to update canned message content appropriately to improve the effectiveness of Auto Answers.

Customer Question
The customer's question that was submitted to receive auto answers.
Date & Time of Question
The date and time when the customer submitted the question.
Presented
The number of times the canned message was displayed as a response.
Clicked
The number of times a customer selected the canned message.
Not Rated
The number of times a customer selected the canned message, but did not rate it.
Helpful
The number of times a customer selected the canned message and rated it positively.
Not Helpful
The number of times a customer selected the canned message and rated it negatively.
Position in Response List
The position of the canned message in the response list when the customer submitted a question.
Note: When no custom operator filters are selected the chatbot is excluded from report.

Button Availability report

Gain insight into changes in chat button status and availability.

When were your chat buttons available? Did they reach queue limits? When? For how long? Were there times when no agents were available? When were your chat buttons outside operational hours?

For a given period, you can view data for specific/all chat buttons in your account, or for specific/all types of status change. Furthermore, when grouped by Website, the report can also take operational hours of a website into account.

Fastpath: report.boldchat.com > New Report > Chat > Button Availability Report

Reported data:

Button
Name of the chat button.
Started
Time when the chat button switched to the given status.
Status
Status of the chat button.
Elapsed Time in Seconds
Time elapsed in seconds when the chat button was in the given status.

Missed Opportunity Summary report

Includes data such as the number of customers who were not invited to chat because no agent was logged in and the number of chat button clicks occurring outside of business hours.

It also contains other metrics such as the chats not taken because the queue was full (above defined threshold), abandoned by customers at the pre-chat form and those ended before an agent could answer.

Fastpath: report.boldchat.com > New Report > Chat > Missed Opportunity Summary

Report availability: Enterprise.

Qualified
Customers who were not invited because chat was unavailable.
Hours
Chat button clicks outside of the website hours and department hours.
Unavailable
Chat button clicks when no one is logged in as available.
Note: Since the chat bot is always available, this number will always be 0 for chats channeled from the bot. When counting unavailable agents, Bold checks specifically for chattype 3, whereas bot chats are of chattype 8 ("API initiated").
Max Queue
Chat button clicks when the queue of chats is full.
Abandoned
Checks for chats that have no started time and do not have a chattype of either 3 (The chat was initiated by clicking a chat button and became unavailable) or 5 (The chat was initiated by clicking a chat button and was blocked). However, it does include bot chats, since they will never have an answered time (and will always have chattype of 8).
Unanswered
Chats that were started but ended before any agent answered them. See What is chat lifecycle?

Service-Level Analysis report

See a quick report on the customer support your agents provide.

Fastpath: report.boldchat.com > New Report > Chat > Service-Level Analysis

Answered

See how quickly your organization is answering incoming chats. For all answered chats, the number and percent answered within various amounts of time. The report can be filtered in numerous ways and grouped by date, day of the week, hour, or agent.

Unanswered

See how long you're keeping would-be chatters waiting until they give up on reaching an agent. For all unanswered chats the number and percent that were unanswered within various amounts of time. The report can be filtered in numerous ways and grouped by date, day of the week, hour, or agent.

Chat Duration

See how much time your chats are taking from start to finish. For all answered chats, the number and percent that lasted within various amounts of time. The report can be filtered in numerous ways and grouped by date, day of the week, hour, or agent.

Average Time in Queue

Report availability: Web only

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 agent. Each column is an amount of time. For a given date, period, or agent, each cell is the number of chats that waited the given amount of time before assignment.

  • Time in queue represents the time from when the customer initiates a chat request (or submits a chat form) until the chat is assigned to an agent, abandoned, or closed
  • The time when a chat is assigned is not the same as when it is accepted by the agent
  • Results also include closed chats (abandoned, not assigned)
  • The Immediate column includes chats that enter the queue and are assigned in less than 2 seconds
  • For chats that are reassigned, time spent in queue is cumulative (each chat is represented only once, but the value in the appropriate time column is the total time spent across all queues)
  • To view time spent in an individual agent's or department's queue for chats that are reassigned, you must filter by agent or department
  • When filtering by agent and grouping by Last Operator, time values represent time in the filtered agent's queue, not the last agent's queue

Email Activity Summary reports

The report contains details such as the number of emails sent and received, average time to respond, number of answered, closed answered and closed unanswered email threads along with average speed to answer and average time to close for answered.

Fastpath: report.boldchat.com > New Report > Email > Activity Summary

Assignment Activity Summary

Report availability: Enterprise. Web only

This report returns activity for individual emails exchanged within a thread based on the agent assigned to the individual emails. The Sent, Received, and ATTR (Average Time to Respond) columns look at the email count grouped by the created date of individual emails in a thread. Answered and ASA (Average Speed to Answer) represent data for individual emails.

Note: To see the number of emails your Operators received per hour, then group the report by Hour when running it.

Reported data:

Sent
The number of emails sent during the specified date range.
ATTR (HH:MM:SS)
The Average Time to Reply for each email sent as a reply during the specified date range. Calculated as follows: [Time when sent] minus [time when received]. If multiple emails were received, only the most recent is used.
Received
The number of emails received during the specified date range.
Answered
The number of assignments (automatic or manual) for which an answer was sent during the specified date range. Each assignment with an answer is represented, even when answering the same email or the same thread.
ASA (HH:MM:SS)
The Average Speed to Answer for assignments answered during the specified date range. Calculated as follows: [time when first answer was sent] minus [time when assignment was made].
Closed Answered
The number of answered assignments (automatic or manual) that were closed during the specified date range either because they were reassigned or the thread was closed.
Closed Unanswered
The number of assignments (automatic or manual) that were closed during the specified date range without being answered either because they were reassigned or the thread was closed.
ATTC (HH:MM:SS)
The Average Time to Close for each assignment that was closed during the specified date range for which an answer was sent. Calculated as follows: [time when the assignment was reassigned or the thread was closed] minus [the time when the first answer was sent].
Important: This report focuses on activity on given dates, as shown in rows. The only attribute shared by numbers reported in columns is their occurrence on the given date. For example, an email reported in the Sent column may not be the same as the email thread represented in the Answered column (which is showing results based on the first answered email in the thread). Similarly, Closed Answered, Closed Unanswered, and ATTC (Average Time to Close) are based on the closed time of a thread and may not represent the same emails reported in the Sent, Received, or ATTR columns.

When filtered by agent/department, or when using agent grouping, you filter out the individual emails assigned to the filtered agent/department.

Thread Activity Summary

Report availability: Enterprise. Web only

This report returns activity for individual emails exchanged within a thread based on the agent assigned to the thread. However, Sent, Received, and Average Time to Respond look at the email count grouped by the created date of individual emails.

Reported data:

Sent
The number of emails sent during the specified date range.
Received
The number of emails received during the specified date range.
ATTR (HH:MM:SS)
The Average Time to Reply for each email sent as a reply during the specified date range. Calculated as follows: [time when sent] minus [time when received]. If multiple emails were received, only the most recent is used.
Answered
The number of threads for which an answer was sent during the specified date range. Each thread with an answer is represented.
ASA (HH:MM:SS)
The Average Speed to Answer for threads answered during the specified date range. Calculated as follows: [time when first answer was sent] minus [time when thread was created].
Closed Answered
The number of answered threads that were closed during the specified date range. Only threads with an end time within the specified date range are reported.
Closed Unanswered
The number of threads that were closed during the specified date range without being answered.
ATTC (HH:MM:SS)
The "Average Time to Close" for each thread that was closed during the specified date range for which an answer was sent. Calculated as follows: [time when the thread was closed] minus [the time when the first answer was sent].
Important: This report focuses on activity on given dates, as shown in rows. The only attribute shared by numbers reported in columns is their occurrence on the given date. For example, an email reported in the Sent column may not be the same as the email thread represented in the Answered column (which is showing results based on the first answered email in the thread). Similarly, Closed Answered, Closed Unanswered, and ATTC (Average Time to Close) are based on the closed time of a thread and may not represent the same emails reported in the Sent, Received, or ATTR columns.

When filtered by agent/department, or when using the agent grouping, you filter out the email threads assigned to the filtered agent/department. The ASA (Average Speed to Answer) is calculated using the time-to-answer of the first email answered in each counted thread (as shown in the Answered column).

Email Assignment Summary report

Analyze data such as email assignments accepted during the time period (per agent), average time to accept email assignments, average speed to answer email assignments, and more.

Fastpath: report.boldchat.com > New Report > Email > Assignment Summary

Report availability: Enterprise

Reported data:

Operator
Name of the agent.
Accepted
Number of accepted email assignments by the agent.
Average Time to Accept
Average time to accept email assignments.
Answered
Number of answered emails.
Average Speed to Answer
Average Speed to Answer for answered chats. Calculates time from chat Started to Answered by a live agent. Time from when the chat started to the time it was answered by the agent.
Still Active
Number of email assignments that are still active.
Closed Answered
Number of emails that were answered before they were closed.
Closed Unanswered
Number of emails that were not answered before they were closed.
Average Time to Close (Unanswered)
The average time to close for each assignment that was closed during the specified date range for which an answer was sent. Calculated as follows: [time when the assignment was reassigned or the thread was closed] minus [the time when the first answer was sent].
Average Emails
Received
The number of emails received during the specified date range.
Sent
The number of emails sent during the specified date range.
Average Time to Respond
The average time to reply for each email sent as a reply during the specified date range. Calculated as follows: [Time when sent] minus [time when received]. If multiple emails were received, only the most recent is used.

Email Performance reports

Create reports on your agents' performance over your email channel.

Fastpath: report.boldchat.com > New Report > Email > Performance

Email Thread Answer Performance Summary report

Report availability: Enterprise

This report returns the time it takes for email threads to be answered, based on the selected grouping. Use it to analyze the time-to-answer distribution for each email in a thread. Time-to-answer is the time between receipt of the incoming email and the agent's response. The report returns the interval between the first email's arrival to the BoldChat server and the initial response to that email by an agent.

Important: As of 8/26/2016, emails are filtered based on the date of the event being measured rather than the date of creation of the email thread.

Email Thread Close Time Performance Summary report

Report availability: Enterprise

Returns the time it takes to close the email thread based on the selected grouping. It answers the question "How much time elapsed between the first response the time when the thread was closed?"

Important: As of 8/26/2016, emails are filtered based on the date of the event being measured rather than the date of creation of the email thread.

Email Assignment Answer Performance Summary report

Report availability: Enterprise

This report returns the time it takes for email assignments to be answered, based on the selected grouping. It answers the question "How long is it taking my agents to respond to an email?"

It analyzes the time-to-respond distribution for each email sent in direct response to an incoming email. Time-to-respond is the time between receipt of the incoming email and the agent's direct response.

Email Assignment Close Time Performance Summary report

Report availability: Enterprise

This report returns the time it takes to close the email assignment based on the selected grouping. It answers the question "How much time elapsed between the time of assignment and the time when the assignment was closed?" It is filtered based on the time the email assignment was closed.

Email Time To Respond Performance Summary report

This report returns the time it takes for an email to be responded to, based on the selected grouping. Use this report to answer the question "How long did customers have to wait for each response sent on a given date?"

To avoid a negative impact on agents' performance statistics, use Time Filter > Only when agents are Available. This excludes periods when agents should not normally be expected to respond - namely, when they are unavailable.

Note: To avoid a negative impact on operators' performance statistics, use Time Filter > Only when Operators are Available. This excludes periods when operators should not normally be expected to respond ? namely, when they are unavailable.
Important: As of 8/26/2016, emails are filtered based on the date of the event being measured rather than the date of creation of the email thread.

Email Productivity reports

Create reports on your agents' productivity when answering emails.

Fastpath: report.boldchat.com > New Report > Email > Productivity

Reports' availability: Enterprise

Accepted

See the number of accepted email threads by the given grouping for a specified date range. An email is considered accepted when an agent accepts or responds to an assigned email thread.

Answered

See the number of answered email threads by the given grouping for a specified date range. An email is considered answered when an agent is the first to respond to an email thread.

Assigned

See the number of assigned email threads by the given grouping for a specified date range. An email thread is considered assigned on each new assignment or re-assignment.

Closed (Answered)

See the number of email threads closed with an answer by the given grouping for a specified date range. An email thread is considered closed (answered) when an agent closes an email thread with at least one response email.

Closed (Unanswered)

See the number of email threads closed without an answer by the given grouping for a specified date range. An email thread is considered closed (unanswered) when an agent closes an email thread with no response email.

Received

See the number of individual emails sent by the given grouping for a specified date range. Sent emails are independent of email threads.

Sent

See the number of individual emails received by the given grouping for a specified date range.

Summary

See the average of several key email metrics for a specified date range.

Time To Respond

See the response time to received emails for a specified date range. Only received emails with a corresponding reply email will be counted in this calculation.

Email Status Summary reports

(on Web Reports: Assignment Status Summary and Thread Status Summary) These reports provide the status of new email threads created in the date range specified, including details about the number of unanswered and answered emails for open as well as closed email threads.

Fastpath: report.boldchat.com > New Report > Email > Status Summary

Report availability: Enterprise

Assignment Status Summary report

This report provides the status of new email assignments created in the date range specified. It includes details about the number of unanswered and answered emails for open as well as closed email threads.

Reported data:

New
The number of new email assignments during the specified date range.
Open Answered
The number of answered assignments (automatic or manual) that were still open during the specified date range either because they were reassigned or the thread was closed.
Open Unanswered
The number of assignments (automatic or manual) that were still open during the specified date range without being answered either because they were reassigned or the thread was closed.
Closed Answered
The number of answered assignments (automatic or manual) that were closed during the specified date range either because they were reassigned or the thread was closed.
Closed Unanswered
The number of assignments (automatic or manual) that were closed during the specified date range without being answered either because they were reassigned or the thread was closed.

Thread Status Summary report

This report provides the status of new email threads created in the date range specified. It includes details about the number of unanswered and answered emails for open as well as closed email threads

  • Sent = The number of emails sent during the specified date range.
  • Received = The number of emails received during the specified date range.
  • ATTR (HH:MM:SS) = The "Average Time to Reply" for each email sent as a reply during the specified date range. Calculated as follows: [time when sent] minus [time when received]. If multiple emails were received, only the most recent is used.
  • Answered = The number of threads for which an answer was sent during the specified date range. Each thread with an answer is represented.
  • ASA (HH:MM:SS) = The "Average Speed to Answer" for threads answered during the specified date range. Calculated as follows: [time when first answer was sent] minus [time when thread was created].
  • Closed Answered = The number of answered threads that were closed during the specified date range. Only threads with an end time within the specified date range are reported.
  • Closed Unanswered = The number of threads that were closed during the specified date range without being answered.
  • ATTC (HH:MM:SS) = The "Average Time to Close" for each thread that was closed during the specified date range for which an answer was sent. Calculated as follows: [time when the thread was closed] minus [the time when the first answer was sent].

Experiment Details report

The report shows advanced data showing how customers responded to items in your experiment compared to the control group.

Fastpath: report.boldchat.com > New Report > Experiment > Experiment Summary

For chat buttons, see the number of visitors to whom each button was presented and the number who accepted (clicked to chat). For invitations, see the number of visitors invited per test invitation and the number who accepted, declined, or ignored. You can also compare advanced conversion data for the items in your experiment.

Report availability: Enterprise. Web only

See activity for a specified date range.

Experiment Groups
Name of the experiment group.
Customers
Number of customers who took part in the experiment.
Chats
Number of customers who started a chat session.
Invitations Qualified
Customers who met all the criteria for an invite, regardless of availability.
Invitations Sent
Number of invitations sent to customers.
Invitations Accepted
Number of invitations that customers accepted.
Invitations Ignored
Number of invitations that customers ignored.
Conversions
The number of customers converted to the test item.
% of Customers Converting
The percentage of customers converted to the test item.
Conversion Amount
The total value of conversions.
$ / Conversion
The value of a single conversion.
Chat+Conv Same Visit
Conversions that had a chat during the same visit.
Conversion Amount
The total value of conversions that had a chat during the same visit.
Chat+Conv Prior Visit
Conversions that had a chat during any prior visits.
Conversion Amount
The total value of conversions that had a chat during any prior visits.

Invite Summary report

Analyze the effectiveness of your Auto Invite Rule Sets.

Fastpath: report.boldchat.com > New Report > Visit > Invite Summary

Report availability: Pro

The Invite Summary report, grouped only by proactive invitation rule, shows the number of times the invitation was offered, accepted, declined and ignored. Percentages are included as well.

Note: The number of those website visitors who qualified for the rule, but were not sent an invitation because there were no agents available to chat is displayed in the <None> row. For more information, see Missed Opportunity Summary report.
Qualified
Customers who met all the criteria for an invite, regardless of availability.
Sent
Customers who were actually sent an invite.
Accepted
Invitations accepted.
Declined
Invitations declined
Ignored
Invitations ignored
Inv %
Percentage of customers invited who met all the rules regardless of availability
Accept %
Percentage of invitations sent that were accepted

Experiment Summary report

The report shows how customers responded to items in your experiment in comparison to the control group.

Fastpath: report.boldchat.com > New Report > Experiment > Experiment Summary

For chat buttons, see the number of visitors to whom each button was presented and the number who accepted (clicked to chat). For invitations, see the number of visitors invited and the number who accepted (clicked to chat). You can also compare conversion data for the items in your experiment in comparison to the control.

Note: For Total conversion compared to control, the formula used is (Conversion/Visitors) / (Control Group Conversion/Control Group Visitors) - 1. For Total conversion amount compared to control the formula is (Conversion Amount/Total Conversions) / (Control Group Conversion Amount/Control Group Total Conversions) - 1

Report availability: Enterprise. Web only

See activity for a specified date range.

Experiment Groups
Name of the experiment group.
Customers
Number of customers who took part in the experiment.
Chats
Number of customers who started a chat session.
Invitations Sent
Number of customers invited.
Invitations Accepted
Number of invitations that customers accepted.
Conversions
The number of customers converted to the test item.
Conversions Compared to CG
The percentage of customers converted by a test item compared to the percentage converted by the currently deployed control item.
Conversion Amount
Amount of the Conversions (for the applicable group).
Conversion Amount Compared to CG
The total value of conversions for a test item compared to the total value of conversions for the currently deployed control item.

SMS Assignment Activity Summary report

This report contains details such as the number of texts sent and received, average time to respond, number of answered, ended answered and ended unanswered texts, along with average speed to answer and average time to end for answered.

Fastpath: report.boldchat.com > New Report > SMS > SMS Assignment Activity Summary
Sent
Messages sent in the specified date range.
Received
Messages received in the specified date range.
ATTR (HH:MM:SS)
Average time to respond for messages sent in reply to a received message.
Answered
Messages that were answered in the date range specified.
ASA (HH:MM:SS)
Average Speed to Answer for answered messages.
Ended Ans
Messages ended in the date range specified that were answered at some time.
Ended Unans
Messages ended that have never been answered.
ATTC (HH:MM:SS)
Average Time to End for Answered, Ended messages (from Answered to Ended).

SMS Assignment Status Summary report

This report provides the status of new SMS assignments assigned in the date range specified. It includes details about the number of unanswered and answered texts for open as well as ended assignments.

Fastpath: report.boldchat.com > New Report > SMS > SMS Assignment Status Summary

All new text chats are accounted for in one of the categories to the right of the New column.

New
New messages created in the date range specified.
Unans/Open
New messages still unanswered and open.
Ans/Open
New messages answered and still open.
Unans/Ended
New messages currently closed and unanswered.
Ans/Ended
New messages currently closed and answered.

SMS Performance reports

Create reports on your agents' performance over your SMS channel.

Fastpath: report.boldchat.com > New Report > SMS > Performance

SMS Answer Performance Summary report

For a specified date range, analyze the distribution of the time to answer message conversations and performance within the defined time interval.

SMS Assignment Answer Performance Summary report

For a specified date range, analyze the distribution of the time to answer message assignments and performance within the defined time interval.

SMS End Time Performance Summary report

For a specified date range, analyze the distribution of the time to close message threads and performance within the defined time interval.

SMS Assignment End Time Performance Summary report

For a specified date range, analyze the distribution of the time to end message assignments and performance within the defined time interval.

SMS Status Summary report

This report provides the status of new SMS conversations created in the date range specified. It includes details about the number of unanswered and answered texts for open as well as ended conversations.

Fastpath: report.boldchat.com > New Report > SMS > SMS Status Summary

All new text chats are accounted for in one of the categories to the right of the New column.

New
New messages created in the date range specified.
Unans/Open
New messages still unanswered and open.
Ans/Open
New messages answered and still open.
Unans/Ended
New messages currently closed and unanswered.
Ans/Ended
New messages currently closed and answered.

Visit Chat Interactions report

Use this report's default settings to see which search terms drive a high volume of chat interactions.

Fastpath: report.boldchat.com > New Report > Visit > Visit Chat Interactions
Important: This report contains data for the current and previous three months only.

The Visit Chat Interactions report shows the visit data associated with visits which also had a chat interaction. The report provides the total number of chats (grouped in one of a variety of ways) and then the number of those chats associated with either a new or return visit. Also included are the average time the chat customers spent on site, the average and total number of page views they had, the number of the chats occurring from invitations, and the average chat message count and duration.

Any Rule with no chats on visits does not display on the report. Only the top 100 Keywords with the most visits are shown.

Chat Visits. Visits associated with the chats in the given grouping.

  • Total
  • New
  • Return
  • Avg Time

Page Views

  • Total
  • Average
  • Avg Time

Chats

  • Invited
  • AMC. Average Message Count for answered chats.
  • ACT. Average Chat Time for answered chats. Time from answering a chat until it ends, specifically, all the time between the first agent answering the chat and the final agent assigned to the chat when it ends, adds up to the ACT calculation for the final agent.

Visit Keyword Summary report

A visit summary from top search engine keywords.

Fastpath: report.boldchat.com > New Report > Visit > Visit Keyword Summary
Important: This report contains data for the current and previous three months only.

For a given date range, this report contains the list of top search engine keywords used by customers to arrive on your website.

Keyword

  • Total Visits
  • Return Visits
  • Avg Site Time
  • Avg Page Views
  • Total Invites
  • Invite Accept %
  • Declined Invites

Facebook Messenger Performance reports

These reports show performance metrics for Facebook Messenger conversations.

Fastpath: report.boldchat.com > New Report > FB Messenger > Performance

FB Messenger Answer Performance Summary report

For a specified date range, analyze the distribution of the time to answer messenger conversations and performance within the defined time interval.

FB Messenger Assignment Answer Performance Summary report

For a specified date range, analyze the distribution of the time to answer messenger assignments and performance within the defined time interval.

FB Messenger End Time Performance Summary report

For a specified date range, analyze the distribution of the time to close message threads and performance within the defined time interval.

FB Messenger Assignment End Time Performance Summary report

For a specified date range, analyze the distribution of the time to end messenger assignments and performance within the defined time interval.

Visit Keyword Summary report

A visit summary from top search engine keywords.

Fastpath: report.boldchat.com > New Report > Visit > Visit Keyword Summary Report availability: for all

For a given date range, this report contains the list of top search engine keywords used by customers to arrive on your website.

Keyword

  • Total Visits
  • Return Visits
  • Avg Site Time
  • Avg Page Views
  • Total Invites
  • Invite Accept %
  • Declined Invites

ActiveAssist Chat Summary report

See the number of chats that included remote access sessions, including the number of successful/failed connections and key data about the sessions and chats.

Fastpath: report.boldchat.com > New Report > Chat > ActiveAssist Chat Summary

Report availability: Web only. For all

To view data about remote access sessions held by agents in your account, make sure the ActiveAssist Type is Remote Access.

Reported data:

Total
The total number of ActiveAssist sessions started from chat interactions.
Connected
The number of ActiveAssist sessions successfully established between the agent and the customer.
Failed
The number of ActiveAssist sessions that were not established either because the customer refused it or due to technical issues.
Reconnect on Reboot
The number of ActiveAssist sessions that had at least one re-connection upon reboot of the customer's computer.
Average (Session) Time
Average duration of ActiveAssist sessions.
Min (Session) Time
The shortest duration of ActiveAssist sessions.
Max (Session) Time
The longest duration of ActiveAssist sessions.
ASA
Average Speed to Answer for answered chats. Calculates time from chat Started to Answered by a live agent. Time from when the chat started to the time it was answered by the agent.
ACT
Average Chat Time for answered chats. Time from answering a chat until it ends. The time between the first agent answering the chat and the final agent assigned to the chat when it ends, adds up to the ACT calculation for the final agent. It represents the average length of all chats for a given entity (Date, Agent, Country, etc.) measured from time of assignment to end of chat.
AMC
Average Message Count for answered chats.
Note: When no custom operator filters are selected the chatbot is excluded from report.

Multi-Service Productivity report

Use this report to see how much time agents spend on each type of work item.

For each agent you can see the time spent assigned to different service items in Available, Away, Assigned, or Idle status and a utilization calculation in percentage. It also reports the time spent handling concurrent assignments, and the maximum number of assignments.

Fastpath: report.boldchat.com > New Report > Login > Multi-Service Productivity

Reported data:

Available

Total time logged in as Available.

Away

Total time logged in as Away.

Available (Assigned Time)

Total time in Available status with at least one item assigned.

Away (Assigned Time)

Total time in Away status with at least one item assigned.

Available (Idle Time)

Total time with no assignments (accepted or answered) while Available.

Away (Idle Time)

Total time with no assignments while Away.

Available (Utilization)

Percentage of time with at least one item assigned while Available.

Away (Utilization)

Percentage of time with at least one item assigned while Away.

Working

Percentage of time either in Available status, or with at least one item assigned in Away status.

Multi-assignment

Time spent on more than one simultaneous assignment while Available.

Total Assignment Time

Total time assigned to items counted separately while Available. For example, when an agent works on three chats simultaneously for 20 minutes each then the agent's Available (Assigned Time) is 20 minutes but the Total Assignment Time is one hour.

Assignments

Total number of assignments accepted or answered.

Max Simult

Greatest number of simultaneous assignments (any service type) for the given period.

Peak Concurrent Login Summary report

For a selected period of time, grouped by day, this report returns the highest number of agents who were logged in at once and the time when this peak occurred.

Fastpath: report.boldchat.com > New Report > Login > Peak Concurrent Login Summary

Reported data:

Date

Date when users logged in.

Max Logins

Maximum number of concurrent logins on a specific date.

Occurred At

Time when most users logged in at once.

ACD Summary report

This reports shows Automatic Distribution performance in your environment.

Fastpath: report.boldchat.com > New Report > Chat > ACD Summary

Report availability: Premier and Enterprise.

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.

Offered, abandoned, and reassigned chats are counted only once. For example, if the same chat was abandoned by the same agents more than once, it nonetheless shows in the report as one chat.

Offered
Chats started from a clicks or invites.
Abandoned
Chats started and ended but never answered.
1st Answer
Chats answered the by the first agent it is assigned to.
Reassigned
Chats reassigned from the agent it had been assigned.
ASA
Average Speed to Answer for Answered Chats. Time from when the chat Started to the time it was Answered by the agent.
ACT
Average Chat Time for answered chats. Time from answering a chat until it ends, specifically, all the time between the first agent answering the chat and the final agent assigned to the chat when it ends, adds up to the ACT calculation for the final agent.
AMC
Average Message Count for answered chats.
Max #
Maximum size of chat queue.
Max Time
Maximum wait time for any abandoned or answered chats.

Button Availability report

Gain insight into changes in chat button status and availability.

When were your chat buttons available? Did they reach queue limits? When? For how long? Were there times when no agents were available? When were your chat buttons outside operational hours?

For a given period, you can view data for specific/all chat buttons in your account, or for specific/all types of status change. Furthermore, when grouped by Website, the report can also take operational hours of a website into account. Data is reported for Enterprise subscribers from date of update to BoldChat 7.91 or for 7.91 users from date of upgrade to Enterprise.

Fastpath: report.boldchat.com > New Report > Chat > Button Availability Report

Report availability: Web only. Enterprise

Reported data:

Button
Name of the chat button.
Started
Time when the chat button switched to the given status.
Status
Status of the chat button.
Elapsed Time in Seconds
Time elapsed in seconds when the chat button was in the given status.

Canned Message Summary Report

Perform Canned Message analysis and clean-up using this report that shows the most frequently used canned messages.

Fastpath: report.boldchat.com > New Report > Chat > Canned Message Summary

Report availability: Enterprise

Reported data:

Rank
Rank in terms of total usage.
Total
The number of times the canned message was used.
Note: When no custom operator filters are selected the chatbot is excluded from report.

Chat Assignment report

Analyze the flow of chat-work across your organization.

Includes data for chats that were assigned by Automatic Distribution, re-assigned by the AD, and/or transferred by another agent.

Tip: Offered, abandoned, and reassigned chats are counted only once. For example, if the same chat was abandoned by the same operators more than once, it nonetheless shows in the report as one chat.
Fastpath: report.boldchat.com > New Report > Chat > Chat Assignment

Report availability: Premier, Enterprise

Offered
All chats assigned to an agent or department.
Answered Chats
All chats answered by a live agent.
Transferred
All chats transferred by an agent or ACD.
ACT
Average Chat Time for answered chats that were transferred. Time from answering to transfer.
AMC
Average Message Count for answered chats that were transferred.
ASA
Average Speed to Answer for answered chats. Time from agent receiving assignment to the time it was answered.

Chat Conversion Summary report

This reports gives you insight into conversions.

Fastpath: report.boldchat.com > New Report > Chat > Chat Conversion Summary

Report availability: for all.

The report also contains a breakdown of the type of conversion ? same visit (chat and conversion occurred during the same visit), prior visit, via auto-invites or self-serve (without chat). The data can be grouped in a number of different ways including date, day of the week, hour, agent, custom invite.

Chat+Conv Same Visit
Conversions that had a chat during the same visit.
Chat+Conv Prior Visit
Conversions that had a chat during any prior visit.
Auto-Invite Chat Conversions
Conversions resulting from an answered Auto Invite Chat.
Self-Serve Conversion
Conversions that occurred without a chat (unassisted).
Number
Count of the number of conversions (for the applicable group).
Value
Value of the conversions (for the applicable group).
Note: The number and value of Auto-Invite Conversions number and value are a subset of Chat-related conversions (Same Visit and Prior Visit)
Note: When no custom operator filters are selected the chatbot is excluded from report.

Contact Summary Report

View the various contact details captured for a given date range. The data can be grouped in a number of different ways including date, day of the week, hour, operator, country etc.

Report availability: Enterprise

What are NPS Reports?

Net Promoter Score (NPS?) is a benchmarking technique to gauge customer loyalty and happiness.

What is NPS?

NPS is based on a single direct question:

How likely is it you would recommend us to a friend or colleague?

Respondents fall into three categories:

  • Promoters rate your company a 9 or 10. They will consistently recommend you when asked about it.
  • Passives rate your company a 7 or 8. They are considered to be fairly neutral and will not deter anyone from buying from you.
  • Detractors rate your company between 0 and 6. They will discourage others from buying from you.
Important: Follow two simple guidelines to achieve comparable results.
  • It is recommended that the survey consists of only the NPS question.
  • It is recommended that you do not alter the question.

How to evaluate the results?

The score is calculated by subtracting the percentage of Detractors from the percentage of Promoters, yielding a score between -100 and 100. The fewer the Detractors, the better your score is.

What are the applications of NPS?

The NPS methodology is useful in many situations. A few examples:

  • Evaluate customer loyalty to your brand or company
  • Determine the effectiveness of a piece of content
  • Measure the value of the customer relationship after costs
  • Guide your marketing automation and customer acquisition strategies

Visit Summary report

Use the Visit Summary report to see an overview of the traffic to one or more specified websites.

Fastpath: report.boldchat.com > New Report > Visit > Visit Summary

Report availability: Pro

The report shows the total number of customers, the number of new and repeat customers, the average time customers spent on site, the total and average number of customer page views, and the average time per page. The report also includes information about the performance of proactive invites including the total number of invitations sent, number declined and ignore, and the average acceptance rate including a 95% confidence interval. The report can be grouped and filtered in numerous ways to provide different perspectives on the data. A very useful grouping is by "custom invite" which will allow an analysis (again within a 95% confidence interval) on the best performing proactive invitations.

Visits

  • Date
  • Total
  • New
  • Return
  • Avg Time

Page Views

  • Total
  • Average
  • Avg Time

Invites

  • Total
  • Accepted
  • Accept %
  • Declined
  • Ignored

Salesforce Summary report

The report contains the number of Salesforce Contacts and/or Leads created (manually or automatically) in Salesforce from a total number of answered chats.

Fastpath: report.boldchat.com > New Report > Chat > Salesforce Summary

Report availability: Premier, Enterprise

See activity for a specified date range.

Total
Total number of chats started.
Answered
Number of chats that agents answered.
Messages
Number of messages that agents sent.
Contact
Number of Contacts added to Salesforce.
Lead
Number of Leads generated and added to Salesforce.
Note: When no custom operator filters are selected the chatbot is excluded from report.

SMS Activity Summary report

This report contains details such as the number of texts sent and received, average time to respond, number of answered, ended answered and ended unanswered texts along with average speed to answer and average time to end for answered.

Fastpath: report.boldchat.com > New Report > SMS > SMS Activity Summary

Report availability: Enterprise

See activity for a specified date range.

Sent
Messages sent within the specified date range.
Received
Messages received within the specified date range.
ATTR (HH:MM:SS)
Average time to respond for sent messages that were in reply to a received message.
Answered
Messages that were answered within the specified date range.
ASA (HH:MM:SS)
Average Speed to Answer for answered messages.
Ended Ans
Messages ended in the specified date range that were answered at some time.
Ended Unans
Messages ended that have never been answered
ATTC (HH:MM:SS)
Average Time to End for Answered, Ended messages (from Answered to Ended)

SMS Assignment Activity Summary report

This report contains details such as the number of texts sent and received, average time to respond, number of answered, ended answered and ended unanswered texts, along with average speed to answer and average time to end for answered.

Fastpath: report.boldchat.com > New Report > SMS > SMS Assignment Activity Summary

Report availability: Enterprise

Sent
Messages sent in the specified date range.
Received
Messages received in the specified date range.
ATTR (HH:MM:SS)
Average time to respond for messages sent in reply to a received message.
Answered
Messages that were answered in the date range specified.
ASA (HH:MM:SS)
Average Speed to Answer for answered messages.
Ended Ans
Messages ended in the date range specified that were answered at some time.
Ended Unans
Messages ended that have never been answered.
ATTC (HH:MM:SS)
Average Time to End for Answered, Ended messages (from Answered to Ended).

SMS Assignment Status Summary report

This report provides the status of new SMS assignments assigned in the date range specified. It includes details about the number of unanswered and answered texts for open as well as ended assignments.

Fastpath: report.boldchat.com > New Report > SMS > SMS Assignment Status Summary

Report availability: Enterprise

All new text chats are accounted for in one of the categories to the right of the New column.

New
New messages created in the date range specified.
Unans/Open
New messages still unanswered and open.
Ans/Open
New messages answered and still open.
Unans/Ended
New messages currently closed and unanswered.
Ans/Ended
New messages currently closed and answered.

SMS Performance reports

Create reports on your agents' performance over your SMS channel.

Fastpath: report.boldchat.com > New Report > SMS > Performance

Report availability: Enterprise

SMS Answer Performance Summary report

For a specified date range, analyze the distribution of the time to answer message conversations and performance within the defined time interval.

SMS Assignment Answer Performance Summary report

For a specified date range, analyze the distribution of the time to answer message assignments and performance within the defined time interval.

SMS End Time Performance Summary report

For a specified date range, analyze the distribution of the time to close message threads and performance within the defined time interval.

SMS Assignment End Time Performance Summary report

For a specified date range, analyze the distribution of the time to end message assignments and performance within the defined time interval.

SMS Status Summary report

This report provides the status of new SMS conversations created in the date range specified. It includes details about the number of unanswered and answered texts for open as well as ended conversations.

Fastpath: report.boldchat.com > New Report > SMS > SMS Status Summary

Report availability: Enterprise

All new text chats are accounted for in one of the categories to the right of the New column.

New
New messages created in the date range specified.
Unans/Open
New messages still unanswered and open.
Ans/Open
New messages answered and still open.
Unans/Ended
New messages currently closed and unanswered.
Ans/Ended
New messages currently closed and answered.

Twitter Activity Summary

This report contains details such as the number of tweets sent and received, average time to respond, number of answered tweet threads, ended answered and ended unanswered tweet threads along with average speed to answer and average time to end for answered tweet threads.

Fastpath: report.boldchat.com > New Report > Twitter > Twitter Activity Summary

See activity for a specified date range.

Sent
Messages sent within the specified date range.
Received
Messages received within the specified date range.
ATTR (HH:MM:SS)
Average time to respond for sent messages that were in reply to a received message.
Answered
Messages that were answered within the specified date range.
ASA (HH:MM:SS)
Average Speed to Answer for answered messages.
Ended Ans
Messages ended in the specified date range that were answered at some time.
Ended Unans
Messages ended that have never been answered.
ATTC (HH:MM:SS)
Average Time to End for Answered, Ended messages (from Answered to Ended).

Twitter Performance Reports

These reports show performance metrics for Facebook Messenger conversations.

Fastpath: report.boldchat.com > New Report > Twitter > Performance

Twitter Answer Performance Summary

For a specified date range, analyze the distribution of the time to answer tweets and the performance within user defined time intervals.

Twitter End Time Performance Summary

For a specified date range, analyze the distribution of the time to close tweet threads and the performance within user defined time intervals.

Twitter Status Summary

This report provides the status of new twitter threads created in the date range specified. It includes details about the number of unanswered and answered tweets for open as well as ended threads.

Fastpath: report.boldchat.com > New Report > Twitter > Twitter Status Summary

All new text chats are accounted for in one of the categories to the right of the New column.

New
New messages created in the date range specified.
Unans/Open
New messages still unanswered and open.
Ans/Open
New messages answered and still open.
Unans/Ended
New messages currently closed and unanswered.
Ans/Ended
New messages currently closed and answered.

Visit Chat Interactions report

Use this report's default settings to see which search terms drive a high volume of chat interactions.

Fastpath: report.boldchat.com > New Report > Visit > Visit Chat Interactions

Report availability: Premiere, Enterprise

The Visit Chat Interactions report shows the visit data associated with visits which also had a chat interaction. The report provides the total number of chats (grouped in one of a variety of ways) and then the number of those chats associated with either a new or return visit. Also included are the average time the chat customers spent on site, the average and total number of page views they had, the number of the chats occurring from invitations, and the average chat message count and duration.

Any Rule with no chats on visits does not display on the report. Only the top 100 Keywords with the most visits are shown.

Chat Visits. Visits associated with the chats in the given grouping.

  • Total
  • New
  • Return
  • Avg Time

Page Views

  • Total
  • Average
  • Avg Time

Chats

  • Invited
  • AMC. Average Message Count for answered chats.
  • ACT. Average Chat Time for answered chats. Time from answering a chat until it ends, specifically, all the time between the first agent answering the chat and the final agent assigned to the chat when it ends, adds up to the ACT calculation for the final agent.

Featured

Allowlists and the Bold360 platform

Allowlists and the Digital DX AI platform

To use Genesys DX, you may want to allowlist certain URLs so that its connected services are able to connect.

We recommend you add the following URLs to your network's allowlist:

  • *.boldchat.com, *bold360.com - Genesys' service for adding chat to websites
  • *.nanorep.co ? The site for customers who have access to the Bold360 AI platform (Service, Advise, and Acquire)
  • authentication.logmeininc.com, auth.bold360.com - LogMeIn's sign-in service
  • launch.bold360.com, myaccount.logmeininc.com, profile.logmeininc.com - LogMeIn's MyAccount page, where you can manage and access all your LogMeIn products

*** Please note that *.logmeininc.com domains and IP Addresses/ranges are only needed temporarily while the BoldChat/Bold360 platforms complete their migration to Genesys architecture.

Note: This list includes sub-domains for the listed domains, so it is advisable to use wildcard rules wherever possible when you allow or block any LogMeIn service on your network. Specifically, we recommend you to allow *bold360.com and *logmeininc.com. The services themselves communicate using port 443 (HTTPS/SSL) and port 80, so you don't need to open any additional ports within a firewall.

LogMeIn IP ranges

We recommend you add LogMeIn domains and URLs to your network's allowlist instead of allowing LogMeIn IP ranges. If that is not feasible, refer to the list of LogMeIn IP addresses.

CIDR Notation Numeric IP Range Netmask Notation
67.217.80.0/23 67.217.80.0 - 67.217.81.255 67.217.80.0 255.255.254.0
95.172.70.0/24 95.172.70.0 - 95.172.70.255 95.172.70.0 255.255.255.0
173.199.52.0/23 173.199.52.1 - 173.199.53.254 173.199.52.0 255.255.254.0

IP addresses for the sign in service

To sign in to your Bold360 work environment, you must allow LogMeIn's sign-in service. To do that by IP addresses, add the following IPs to your firewall settings:

  • 34.199.209.240
  • 35.173.84.18
  • 78.108.120.24
  • 173.199.2.47
  • 173.199.4.47

Email addresses for the sign in service

Make sure you allow the following email addresses so that identity-related and authentication emails are received:

  • noreply@logmein.com
  • support@bold360.com

Third-party IP Ranges

You must also allowlist ranges for these third-party services based upon your use of these service providers:

Email Domains

For email invitations and correspondences from us and the BoldChat/Bold360 software, we recommend allowing the following email domains through your email's spam and allowlist filters.

  • noreply@logmein.com
  • support@bold360.com

*** Please note that *.logmeininc.com domains and IP Addresses/ranges are only needed temporarily while the BoldChat/Bold360 platforms complete their migration to Genesys architecture.

 

Update as of September 14, 2021

Beginning on October 9, 2021, additional changes are taking place as part of the migration process of the DX platform from LMI to Genesys. The failover will take place in 3 stages from LMI on-premise data centers to Genesys cloud-based environment which provides robustness, flexibility and better scalability to the DX platform.

[ACTION] - If you allow list Agent (formerly known as BoldChat) by domain (preferred to DNS or IP allowlisting), you will need to allowlist the following domains in your organization's network/firewall:

  • bold360.com
  • boldchat.com

Alternatively, you can allowlist the following DNS servers:

Ireland

  • eub-app16-01.boldchat.com
  • eub-app16-02.boldchat.com
  • eub-app16-03.boldchat.com
  • eub-app16-04.boldchat.com
  • eub-app16-05.boldchat.com
  • eub-app16-06.boldchat.com
  • eub-app16-07.boldchat.com
  • eub-app16-08.boldchat.com
  • eub-app16-09.boldchat.com
  • eub-app16-10.boldchat.com
  • eub-app16-11.boldchat.com
  • eub-app16-12.boldchat.com

Frankfurt

  • eub-app17-01.boldchat.com
  • eub-app17-02.boldchat.com
  • eub-app17-03.boldchat.com
  • eub-app17-04.boldchat.com
  • eub-app17-05.boldchat.com
  • eub-app17-06.boldchat.com
  • eub-app17-07.boldchat.com
  • eub-app17-08.boldchat.com
  • eub-app17-09.boldchat.com
  • eub-app17-10.boldchat.com
  • eub-app17-11.boldchat.com
  • eub-app17-12.boldchat.com

[ACTION] - If you allow-list Agent (formerly known as BoldChat) by IP, here are the IPs you will need to allow list in your organization in order to avoid connectivity issues with the new Data Center on October 9th:

Ireland

  • 34.246.13.84
  • 54.155.23.252
  • 46.137.48.149
  • 34.254.28.102 5
  • 2.49.80.82
  • 63.33.229.51
  • 54.75.218.75
  • 54.216.206.26
  • 34.246.145.123
  • 52.212.90.186 5
  • 4.77.148.81
  • 34.251.74.92

Frankfurt

  • 3.122.210.241
  • 18.192.113.151
  • 3.68.175.68
  • 18.196.140.195
  • 3.68.178.202
  • 18.194.200.171
  • 18.198.110.95
  • 18.192.7.127
  • 3.65.55.253
  • 3.64.238.21
  • 3.64.109.185
  • 18.198.123.19