SmarterTrack 12.x Help

Live Chat Reports

To access live chat reports, click the reports icon. Then expand the Summary Reports and Live Chat folders. The following live chat reports are available:

  • Live Chat Overview - Shows an overall view of the organization's live chat usage during a set time period. The report is useful because it provides an at-a-glance view of the company and can identify other areas to investigate with other detailed reports.
  • Incoming Live Chat Messaging - Shows the details of incoming messages of live chat sessions during a set time period. This report is useful because it helps to identify the average load of chat sessions and areas to increase or decrease message targets. Note: This report only applies to live chat initiated by customers.
  • Incoming Live Chat Response Time - Shows the amount of time customers waited for a live chat response from agents during a set time period. This report is useful because it helps to identify problem areas where agents may be going too long between messages. Note: This report only applies to live chats initiated by customers.
  • Incoming Live Chat Abandonment Time - Shows the abandonment rate for incoming live chats during a set time period. This report can be used to locate the areas in which more agents may be required or max chat settings may need adjusted to meet demand.
  • Outgoing Live Chat Messaging - Shows the details of outgoing messages of live chat sessions during a set time period. Note: This report only applies to live chats initiated by agents.
  • Outgoing Live Chat Response Time - Shows the amount of time customers wait for a live chat response from agents during a set time period. Note: This report only applies to live chats initiated by agents.
  • Outgoing Live Chat Performance - Shows the total number of live chat invitations sent, ignored, accepted, and rejected for a specific department, group, or agent during a set time period. Note: This report only applies to live chats initiated by agents.
  • Outgoing Live Chat Results - Shows the results of live chat invitations initiated by agents.

Depending on the report selected, the following report items are available:

  • Accepted Chats With Response - The total number of live chat invitations to which customers accepted and responded.
  • Accepted Chats Without Response - The total number of live chat invitations to which customers accepted but did not respond.
  • Agent - The specific agent.
  • Agents Using Reply - The number of agents that used a particular canned reply.
  • Average Initial Response Time - The average number of seconds before the agent replies to the initial message from the customer.
  • Average Longest Response Time - The average longest response time of all live chat sessions.
  • Average Messages Received Per Chat - The average number of messages received during a live chat session.
  • Average Messages Sent Per Chat - The average number of messages sent during a live chat session.
  • Average Response Time - The average amount of time before an agent replied to a live chat message.
  • Average Session Length - The average amount of time that a customer spent in a live chat.
  • Department - The specific department.
  • Group - The specific group.
  • Messages Received - The total number of messages received from customers.
  • Messages Sent - The total number of messages sent by agents.
  • Time in Queue - The amount of time the live chat was in the queue before it was transferred to an agent.
  • Total Accepted Chats - The total number of live chat invitations accepted by customers.
  • Total Chats - The total number of live chat sessions that occurred during the time frame.
  • Total Invited Chats - The total number of live chat invitations sent to customers through Who's On.
  • Total Invites Ignored - The total number of live chat invitations ignored by customers.
  • Total Outgoing Chats - The total number of live chat invitations sent by agents through Who's On.
  • Total Rejected Chats - The total number of live chat invitations rejected by customers.