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:

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 Messages - Shows the details of live chat sessions that are initiated by users, either from the portal or from external websites when live chat integration is used, 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 Response Times - 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. Response times are calcluated taking into account the Business Hours set for the Department.Note: This report only applies to live chats initiated by customers.
Incoming Abandonment - 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 Messages - Shows the details of live chat sessions that are initiated by agents. These are generally chat sessions that are started with users via an Event, or manually initiated from within Who's On.
Outgoing Response Times - Shows the amount of time customers wait for a live chat response from agents during a set time period. Response times are calcluated taking into account the Business Hours set for the Department. Note: This report only applies to live chats initiated by agents.
Outgoing 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 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 Abandoned Session Length - The average amount of time an end user waited before abandoning their chat, regardless of whether it was assigned or not.
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.
Average Time in Queue - The average amount of time that a customer spent waiting for a chat to be assigned to, or taken by, an agent.
Department - The specific department.
Group - The specific group.
Chat Messages Received - The total number of messages received from customers.
Chat Messages Sent - The total number of messages sent by agents.
Live Chats Abandoned After Assigned - The total number of live chats that were abandoned by an end user after their chat was assigned to, or taken by, an agent.
Time in Queue - The amount of time the live chat was in the queue before it was transferred to an agent.
Total Abandoned Live Chats - The total number of live chats that were abandoned by an end user prior to it being assigned to, or taken by, 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 Incoming Chats - The total number of live chats initiated by an end user.
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.