[User Guide] Comm100 Live Chat Reports

100% Communication, 100% Success

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Contents

Introduction ............................................................................................ 3

Report Overview ..................................................................................... 4

Live Chat Reports ......................................................................... Error! Bookmark not defined.

Real-Time Insights ................................................................................................................................................. 4

Workload and Staffing .......................................................................................................................................... 4

Agent Performance ............................................................................................................................................... 4

Proactive Chat Performance ................................................................................................................................. 5

Feature Utilization ................................................................................................................................................ 5

Conversions ........................................................................................................................................................... 5

Report Structure ..................................................................................... 6

Time Range .................................................................................................................................. 6

Charts and Tables ........................................................................................................................ 6

Multiple Perspectives and Different Levels of Granularity ......................................................... 7

By Time.................................................................................................................................................................. 7

By Department/Agent/Campaign/Visitor Segment .............................................................................................. 8

Export Data .................................................................................................................................. 8

Report Metrics ........................................................................................ 8

Live Chat Reports ...................................................................................................................... 12

Real-Time Insights ............................................................................................................................................... 12

Workload & Staffing ........................................................................................................................................... 17

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Agent Performance ............................................................................................................................................. 25

Proactive Chat Strategy ...................................................................................................................................... 29

Feature Utilization .............................................................................................................................................. 32

Conversions ......................................................................................................................................................... 37

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Introduction

Optimizing performance of your live chat system begins through understanding the quality of your

current service. Questions you might want to answer include:

Is your live chat team properly staffed?

Why are visitors contacting your live chat team?

How responsive is your team? How long are customers left waiting?

Are your visitors satisfied? How do they rate your chat service?

Which agent/department performs the best and which the worst? Why?

Comm100 provides robust reports which focus on the data and metrics that matter most to your chat

quality, agent performance and visitor satisfaction so that you can make informed decisions for

improvement.

This user guide walks you through the reports available by explaining the report structure and each

metric available.

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Report Overview

Real-Time Insights

Real Time Report Shows real-time live chat data and an overview of today’s chat performance.

Workload and Staffing

Availability Report Shows agents’ online time and different agent statuses used.

Chat Volume Report Shows the volume of accepted, missed and refused chats.

Offline Message Report Shows source details of offline messages: either from the offline message window, or from the queue.

Queue Report Shows visitor actions while waiting in the queue: waiting to be served, abandoning the queue, or leaving messages.

Wait Time Report Shows how long visitors waited in the queue before they were answered or decided to abandon the queue.

Workload Report Shows the volume of agents’ work (chat volume, time in chats, and concurrent chats, etc.)

Agent Performance

Agent Performance Report Shows the overall performance of agents in terms of workload, efficiency.

Note: This report is only available in Team and Business editions. The Workload Report and Efficiency

Report are replacements for this in Enterprise edition.

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Efficiency Report Shows agent responsiveness to visitor chat requests and chat messages.

Post-Chat Survey Report Shows detailed statistics on Post-Chat survey questions, which provides insight into visitor satisfaction.

Rating Report Shows how visitors rated agents’ service through the Post-Chat survey.

Proactive Chat Performance

Auto Invitation Report Shows the total trigger times of auto invitations as well as acceptance rate of these invites.

Chat Source Report Shows details of how chat requests were initiated (by visitors, from manual invitation or from auto invitation).

Manual Invitation Report Shows the usage of manual invitations sent by agents as well as acceptance rate of these invites.

Feature Utilization

Canned Message Report Shows the usage of canned messages.

Chat Transfer Report Shows how many chats were transferred to another agent or department.

Co-browsing Report Shows the number of co-browsing requests/sessions, total & average duration of the session.

Pre-Chat Survey Report Shows the statistics of Pre-Chat survey questions, which offers basic information about your user base.

Wrap-Up Report Shows categorizations of chats and the wrap-up completion rate.

Conversions

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Conversions Report Shows all achieved conversions, total conversion value, and your live chat conversion rate.

Report Structure

The majority of reports show historic data, displayed over a chosen time range, with the exception of

the Real Time Report. All history data reports share a similar structure.

Below is the breakdown of the elements in the history data reports.

Time Range

By default, reports show data from the last 30 days. Different time ranges can be selected to view data

over different periods.

Today

Yesterday

This week

Last week

Last 7 days

Last 14 days

This month

Last 30 days

Last month

Custom (Define any time period not longer than one year)

24/7 Distribution

Half-Hour Distribution

Charts and Tables

All reports are presented in both chart and table formats except for the Canned Message report and

Ticket reports where charts are not applicable. Charts can be used to view data and spot trends at a

glance, table data can be used to show all metrics within a report.

Bar charts, line graphs and pie charts are used to visualize data in different ways.

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Multiple Perspectives and Different Levels of Granularity

Reports can be viewed from multiple perspectives, including by time, by Department, by Agent, by

Campaign, by Visitor Segment or at the site level. Departments or agents can also be compared to view

differences in performance.

By Time

By default, all history reports show data displayed over a particular time range.

Filters

Data can be filtered by site on all reports. On others, filtering by Department, by Agent, by Campaign,

by Visitor Segment, by Social/SMS Account, by Bot is also available.

By Site

Shows the data of the live chat team as a whole.

By Department

Shows the data of a selected department.

By Agent

Shows the data of a selected agent.

By Campaign

Shows the data of a selected campaign (for different chat settings across different websites or

website sections.)

By Visitor Segment

Shows the data of a selected visitor segment. Custom segments can be used to view customers

with different criteria.

By Social/SMS Account

Shows the data of a selected Social/SMS account.

By Bot

Shows the data of a selected Chatbot.

Display Mode

Report data can be presented by different time filters, including by Hour, by Day, by Week, by Month,

by 24/7 Distribution (where applicable), and by Half-Hour Distribution (where applicable).

The By 24/7 Distribution report shows the distribution of data over 24 hours on each day of a week; the

By Half-Hour Distribution report shows the distribution of data over 48 half-hours of a day.

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Zoom Bar

Using the zoom bar allows data to be viewed using a left/right scroll function, or part of the bar can be

selected to focus in on a particular time range.

By Department/Agent/Campaign/Visitor Segment

The By Department, By Agent, By Campaign and By Visitor Segment reports compare metrics among all

departments, agents, campaigns and visitor segments.

Whether a report is presented by Time, by Department, by Agent, by Campaign, or by Visitor Segment,

the metrics of the report stay the same. For example, regardless of the perspective, the Chat Volume

report includes the same metrics: Chats, Chat Acceptance Rate, Missed Chats, Refused Chats, Chat

Requests, and Visits.

Export Data

Reports data can be exported to a local drive for further analysis, sharing, or backup.

Report Metrics

This table shows the metrics, filters and perspectives under each report.

Categories Reports Metrics Filters Perspectives

Real Time

Insights

Real Time -

Website

Agents in Chat

Ongoing Chats

Ongoing Chats with Agents

Ongoing Chats with Bot

Current Queue Length

Visitors on Site

Logged-in Agents

Chat Utilization

N/A N/A

Real Time -

Agent

Ongoing Chats

Max Concurrent Chats

Today’s Chats

Today’s Linear Chat Time

Site

Department

N/A

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Real Time -

Queue

Ongoing Chats/Max Concurrent Chats

Avg. Wait Time in Last 30 Minutes

Avg. Wait Time in Last Hour

Abandoned Chats in Last 30 Minutes

Switched to Messages in Last 30 Minutes

Current Queue Length

N/A N/A

Workload &

Staffing

Availability For Site or Department o Online time

For Agent o Logged-in Time o Online Time o Total Away Time o Away Time

Custom Away Time

Site

Department

Agent

By Time

By Department

By Agent

Chat Volume Chats

Chat Acceptance Rate

Missed Chats

Refused Chats

Chat Requests

Visits

Avg. Chat Time

Avg. Wait Time

Site

Campaign

Department

Visitor Segment

By Time

By 24/7 Distribution

By Half-Hour Distribution

By Campaign

By Department

By Visitor Segment

Offline

Message

Messages

From Offline Button

From Chat Queue

From Bot

Site

Campaign

Department

Visitor Segment

By Time

By 24/7 Distribution

By Half-Hour Distribution

By Campaign

By Department

By Visitor Segment

Queue Queued Chat Requests

Chats from Queue

Switched to Messages

Abandoned Chats

Refused Chats

Max Queue Size

Site

Department

By Time

By 24/7 Distribution

By Half-Hour Distribution

By Department

Wait Time Avg. Wait Time

Avg. Wait Time of Missed Chats

Max Wait Time

Site

Department

By Time

By 24/7 Distribution

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Max Wait Time of Missed Chats

By Half-Hour Distribution

By Department

Workload Linear Chat Time

Idle time

Agent Utilization

Avg. Concurrent Chats

Total Chat Time

Chats

Site

Department

Agent

By Time

By 24/7 Distribution

By Half-Hour Distribution

By Department

By Agent

Agent

Performance

Agent

Performance

Avg. Chat Time

Avg. Wait Time

Chats

Total Chat Time

Last Message Sent by Agent

Department

Agent

By Time

By Department

By Agent

Efficiency Avg. Agent Response Time

Avg. Wait Time

Avg. Chat Time

Avg. Agents’ Chat Messages

Avg. Visitors’ Chat Messages

Avg. Canned Messages

Last Message Sent by Agent

Site

Department

Agent

By Time By 24/7 Distribution

By Half-Hour Distribution

By Department

By Agent

Post-Chat

Survey

Option

Count

Percentage

Campaign By Time

Rating Rating Times

Number of Score 5

Number of Score 4

Number of Score 3

Number of Score 2

Number of Score 1

Avg. Score

Site

Department

Agent

By Time

By 24/7 Distribution

By Half-Hour Distribution

By Department

By Agent

Proactive Chat

Strategy

Auto

Invitation

Sent

Accepted

Acceptance Rate

Site

Campaign

By Time

By Campaign

By Invitation

Chat Source Chats

Chats Initiated by Visitors

Chats from Manual Invitations

Chats from Auto Invitations

Site

Department

By Time

By 24/7 Distribution

By Half-Hour Distribution

By Department

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By Request Page

Manual

Invitation

Sent

Accepted

Acceptance Rate

Site

Agent

By Time

By Agent

Feature

Utilization

Canned

Message

Used Times

Agent Used It

Site

Category

By Time

Chat

Transfer

Total Transferred Chats

Department Transferred Chats

Chats

Site

Department

By Time

By Department

Cobrowsing Cobrowsing Requests

Cobrowsing Sessions

Total Cobrowsing Session Time

Avg. Cobrowsing Session Time

Site

Department

Agent

Visitor Segment

By Time

By Department

By Agent

By Visitor Segment

Pre-Chat

Survey

Option

Count

Percentage

Campaign By Time

Wrap-Up For Survey Report o Option o Count o Percentage

For Completion Report o Wrap-ups o Chats

Completion Rate

For Survey Report o Campaig

n

For Completion Report o Site o Depart

ment

Agent

For Survey Report o By

Campaign

For Completion Report o By Time o By

Department

By Agent

Conversions Conversions Conversions

Chats

Chatted Visitors

Converted Visitors

Converted Chatted Visitors

Conv. Rate of Chatted Visitors

Value

Site

Department

Agent

Conversion Action

By Time

By Department

By Agent

By Conversion Action

Conversion List

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Live Chat Reports

Real-Time Insights

The Real Time report gives an at-a-glance view of the chats and visits on a Website, performance of

Agents and the visitors and wait time in the Queue.

Real Time - Website

This report is further broken down into two parts: Right Now and Today.

Right Now

This section is a real-time dashboard where the current number of chats, visits, available agents and

queue length can be checked.

Metrics in this section include:

Agents in Chat

The number of agents who are chatting with customers.

Ongoing Chats

The number of chats currently occurring.

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Ongoing Chats with Agents

The total chats currently occurring between visitors and agents.

Ongoing Chats with Bot

The total chats currently occurring between visitors and your chatbot.

Current Queue Length

The number of visitors waiting in the queue.

Visitors on Site

The number of visitors currently on the website.

Logged-In Agents

The number of agents who are logged in.

Chat Utilization

The percentage of total ongoing chats (of all online agents) to the sum of maximum concurrent

chats of all online agents. This metric indicates the accessibility of the live chat team.

Ongoing Chats (for each agent)

The number of chats each agent is handling.

Today

This section shows the data of the current day so far.

Metrics in this section include:

Today’s Chat Overview

Shows an overview of how many chats have been requested, answered, missed, abandoned or

switched to offline messages.

o Chat Requests

The total number of chat requests initiated on the website (whether initiated by visitors,

agents’ manual invitations, or auto invitations)

o Chats

The total number of chat sessions which have occurred (whether initiated by visitors,

agents’ manual invitation, or auto-invitations).

o Chat Acceptance Rate

The percentage of how many chat requests have been accepted by agents.

o Abandoned Chats

The total number of chat requests abandoned by visitors closing the chat window while

waiting.

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o Switched to Messages

Visitors can choose to leave offline messages if they do not wish to continue waiting.

This metric shows the total number of chat requests switched to offline messages by

visitors.

o Missed Chats

The number of chat requests missed by agents. This metric is the sum of Abandoned

Chats and Switched to Offline Messages.

Today’s Chatbot

Shows an overview of your chatbot performance.

o Chatbot Only Chats

The total number of chats which occurred between visitors and Chatbot only.

o % of Chatbot Only Chats

The percentage of Chatbot Only Chats versus total chats.

o Chats from Chatbot to Agent

The total number of chat sessions during which visitors have chosen to switch to chat

with agents.

o Answers

The total answers Chatbot has sent to visitors. This metric is a sum of all the High

Confidence Answers, Possible Answers, and No Answers.

o High Confidence Answers

The total times when Chatbot has given a High Confidence Answer to visitors.

o % of High Confidence Answers

The percentage of High Confidence Answers versus total answers Chatbot has sent.

Today’s Service Efficiency

Shows an overview of the chat efficiency in the day so far.

o Avg. Wait Time

The average time visitors have waited before they are answered by agents, abandon the

queue, or switch to leaving a message.

o Avg. Chat Time

The average time it took for an agent to finish a chat.

o Avg. Agent Response Time

The average time it took for an agent to respond to a chat message from visitors.

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o Accepted Invitations

The total number of both manual and automatic chat invitations accepted by visitors.

o Service Accessibility Rate

How accessible the live chat team is, i.e. the chance that a visitor’s request is answered

by an agent. Service accessibility rate is calculated by (Chats + Switched to messages)/

Chat Requests.

o Department Transferred Chats

The total number of chat sessions in which chat transferred between departments took

place.

o Total Transferred Chats

The total number of chat sessions during which chat transferred between agents or

departments took place.

Today’s Agent Performance

Shows an overview of the average chat performance of agents.

o Unique Chat Rate

A visitor may chat with an agent multiple times. This is identified as repeat chats. When

calculating the unique chat rate, all chats with the same visitor will be counted as one

chat.

Unique Chat Rate is calculated by (Chats - Repeat Chats) / Chats.

o Agent utilization

The percentage of time agents have been involved in chats during their logged-in time.

o Avg. Score

The average rating score agents have received from visitors.

Custom Metrics

Custom live chat performance metrics can be added. For example, if there are wrap-up

categories for Inquiry, Suggestion, Complaint and Junk, custom metrics can be created to

monitor the percentage of each category in real time.

Real Time - Agent

An overview of each agent’s workload in real-time and today.

Metrics in this report include:

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Ongoing Chats/Maximum Concurrent Chats

Shows the number of chats currently taking place versus the maximum number of concurrent

chats for each agent.

Today’s Chats

The number of chats each agent has handled throughout the day.

Today’s Linear Chat Time

The total length of time an agent has been involved in at least one chat. Where multiple chats

overlap, these individual chat times are not added together, so this statistic shows chat times

over a linear time period.

Agent statuses in different colors

Shows status changes of each agent throughout the day. Possible agent statuses include Online,

Offline, Away, and Custom Away statuses such as meeting, lunch break, and phone call.

Different colors are used to indicate different statuses.

Real Time - Queue

This part of the report shows the current queue length and visitors’ wait time. Where different routing

rules are set up resulting in multiple queues, statistics for each can be viewed.

Metrics in this report include:

Ongoing Chats/Max Concurrent Chats

The number of total ongoing chats versus maximum concurrent chats (of all available agents in

the queue). This can be viewed by department or agent.

Avg. Wait Time in Last 30 Minutes

The average length of time visitors waited in the queue during the last 30 minutes.

Avg. Wait Time in Last Hour

The average length of time visitors waited in the queue during the last hour.

Abandoned Chats in Last 30 Minutes

The number of chat requests abandoned by visitors closing the chat window while they were

waiting in the queue during the last 30 minutes.

Switched to Messages in Last 30 Minutes

Visitors can choose to leave offline messages if they do not wish to continue waiting in the

queue. This metric shows the number of chat requests that were switched to offline messages

by visitors during the last 30 minutes.

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Current Queue Length (with dynamic visual effects)

The number of visitors waiting in the queue at the moment. Visitors are grouped based on the

time they have waited and different colors are used to indicate different groups, showing queue

status at a glance.

Workload & Staffing

Availability Report

The Availability report provides details on agent status change within a defined time range. Logged in

agents can change their status between Online and Away, or select any number of custom statuses.

This report shows whether agents have stuck to normal working schedules within a defined time period.

Metrics in this report include:

Online Time

The length of time that an agent/a department/the live chat team was online and accessible. A

department is online when one agent in the department is online; the live chat team is online

when one agent is online.

Logged-in

This show, at agent level, the sum of online time and away time.

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Total Away Time

This shows, at agent level, the sum of any away time.

Custom Away Status

This shows, at agent level, the sum of any custom away statuses.

The Availability report can be viewed by time, by department and by agent.

A detailed status change log of all agents can also be viewed. Each status is marked by a color to make it

easily identifiable. Clicking on the name of an agent shows the agent’s status details and a table of the

agent’s status changes.

The data can be filtered by department to view the status details of each agent in a department. Please

note that table reports of agent status changes can only be viewed via the Agent filter.

Chat Volume Report

The Chat Volume report shows the chat requests and visits occurring on the website, as well as how

many chat requests connected to agents.

Metrics in this report include:

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Chats

The total number of chat sessions which occurred (whether initiated by visitors, agents’ manual

invitation, or auto-invitations).

Chat Acceptance Rate

A chat request can be missed or refused. Chat Acceptance Rate indicates how many of chat

requests were successfully connected to agents.

Missed Chats

The total number of chat requests missed by agents. The number of missed chats is the sum of

abandoned chats and offline messages from the queue.

Refused Chats

If Auto Allocation is not enabled, agents need to manually accept or refuse chat requests. This

metric shows the number of chat requests rejected by agents within a defined time range.

Chat Requests

The total number of chat requests initiated on the website (whether initiated by visitors, agents’

manual invitations, or auto invitations)

Visits

The total number of visits.

Avg. Chat Time

The average time it took an agent to finish a chat.

Avg. Wait Time

The average time visitors waited in the queue before they were answered by agents, abandoned

the queue, or switched to leaving a message.

The Chat Volume report can be viewed by Time, by 24/7 Distribution, by Half-Hour Distribution, by

Campaign, by Department, or by Visitor Segment.

Offline Message Report

The offline message report shows the number of messages received from the queue and from the

offline message button.

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Metrics in this report include:

Messages

The total number of offline messages left by visitors.

From Offline Button

The total number of offline messages left by visitors when agents are offline.

From Chat Queue

The total number of offline messages left by visitors when they are waiting in queue.

From Bot

The total number of offline messages left during the Bot chats and conversations when visitors

chose to switch to an agent or were transferred by Bot to agents via smart triggers when no

agents were online.

The Offline Message report can be viewed by Time, by 24/7 Distribution, by Half-Hour Distribution, by

Campaign, by Department, or by Visitor Segment.

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Queue Report

Chats can be routed to one agent, or multiple agents in a department. When agents or departments are

handling their maximum number of chats, any new chats will enter a queue. The queue report shows all

queue data in this scenario.

Metrics in this report include:

Queued Chat Requests

The number of chat requests that waited in the queue before they were connected to agents,

abandoned or switched to offline message.

Chats from Queue

The number of chat requests which waited in the queue but later got connected to agents.

Switched to Messages

The number of chat requests which were switched to offline messages by visitors.

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Abandoned Chats

The total number of chat requests abandoned by visitors closing the chat window while waiting

in the queue.

Refused Chats

The number of chat requests which were refused by agents.

Max Queue Size

The largest number of chat requests in one queue over a given time range.

The Queue report can be viewed by Time, by 24/7 Distribution, by Half-Hour Distribution, or by

Department.

Wait Time Report

This report provides more in-depth information on wait time in the queue.

Metrics in this report include:

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Avg. Wait Time

The average time visitors waited in the queue before they were answered by agents, abandoned

the queue, or switched to leaving a message.

Avg. Wait Time of Missed Chats

The average time visitors waited in the queue before they abandoned the queue or switched to

leaving a message.

Max Wait Time

The longest time length visitors waited in the queue before they were answered by agents,

abandoned the queue, or switched to leaving a message.

Max Wait Time of Missed Chats

The longest time length visitors waited in the queue before they abandoned the queue or

switched to leaving a message.

The Wait Time report can be viewed by Time, by 24/7 Distribution, by Half-Hour Distribution, or by

Department.

Workload Report

This report shows utilization by comparing time on chats with idle time.

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Metrics in this report include:

Linear Chat Time

The total length of time an agent was involved in at least one chat. Where multiple chats

overlap, these individual chat times are not added together, so this statistic shows chat times

over a linear time period.

The linear chat time of a department is the time length when there is at least one logged-in

agent in the department whose status is chatting. The same rule applies to the linear chat time

of the live chat team.

Idle Time

This metric refers to the length of time when there was no chat occurring, viewable by agent,

department or entire live chat team.

Agent Utilization

This metric shows the percentage of time agents were involved in chats during their logged-in

time. The formula to calculate agent utilization is: linear chat time/ logged-in time.

Avg. Concurrent Chats

A live chat agent can handle more than one chat at the same time, which is called concurrent

chats.

The formula to calculate average concurrent chats is: total chat time/total logged-in time.

The formula applies to agent, department and the whole live chat team level. Please note that

the logged-in time of a department is when there is at least one agent in the department logged

in to the Comm100 Live Chat console. The same rule applies when logged-in time of the live chat

team is calculated.

Total Chat Time

The sum of the length of all chats. The total chat time of an agent, a department, or the live chat

team can be calculated.

Chats

The total number of chat sessions which occurred (whether initiated by visitors, agents’ manual

invitation, or auto invitations).

The workload report can be viewed by Time, by 24/7 Distribution, by Half-Hour Distribution, by

Department, or by Agent.

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Agent Performance

Agent Performance Report

This report shows overall performance of agents.

Metrics in this report include:

Avg. Chat Time

The average time it took an agent to finish a chat.

Avg. Wait Time

The average time visitors waited before they were answered by agents, abandoned the queue,

or switched to leaving a message.

Chats

The total number of chat sessions which occurred (whether initiated by visitors, agents’ manual

invitation, or auto invitations).

Total Chat Time

The sum of the length of all chats. Viewable by agent, department, or the live chat team as a

whole.

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Last Message Sent by Agent

The total number of chats where the last chat message is sent by agent.

The Agent Performance report can be viewed by Time, by Department and by Agent.

Efficiency Report

This report shows the average response time, wait time and chat time of each agent, department, and

the whole live chat team.

Metrics in this report include:

Avg. Agent Response Time

The average amount of time an agent took to respond to a message from visitors.

Avg. Wait Time

The average time visitors waited before they were answered by agents, abandoned the queue,

or switched to leaving a message.

Avg. Chat Time

The average time it took an agent to finish a chat. The formula to calculate average chat time is:

Total chat time/Total chats.

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Avg. Agents’ Chat Messages

The average number of messages sent by agents during a chat session.

Avg. Visitors’ Chat Messages

The average number of messages sent by visitors during a chat session.

Avg. Canned Messages

The average number of canned messages sent by agents during a chat session.

Last Message Sent by Agent

The total number of chats where the last chat message is sent by Agent.

The Efficiency report can be viewed by Time, by Department, by 24/7 Distribution, by Half-Hour

Distribution, or by Agent.

Post-Chat Survey Report

Besides a general rating score, the post-chat survey can also be used to collect visitors’ feedback on a

particular survey question. The Post-Chat Survey report shows the statistics on survey questions which

allow visitors to select one or more options from a list of defined answers.

Metrics in this report include:

Count

Total times an option has been selected for a post-chat survey.

Percentage

The percentage of an option being selected for a post-chat survey.

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Post-chat survey is a campaign level setting; campaign can be used as a filter to see how the answers to

each survey question are distributed under a specific campaign.

Rating Report

In Comm100 Live Chat, visitors can rate the chat service they received. This report shows details of

visitors’ rating on the chat performance of an agent, a department, and the live chat team as a whole

within a defined time range.

Please note that rating is part of the post-chat survey; however, the reports of rating and post-chat

survey are different. Rating report shows the statistics on rating score; while Post-Chat Survey report

shows the statistics on survey questions which allow visitors to select one or more options from the

defined answers.

Metrics in this report include:

Rating Times

The total number of chats rated in the defined time range.

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Rating times of each score

The total number of chats under each rating score, from Score 5 to Score 1. Clicking on each

score shows all chats with that score.

Avg. Score

The average score visitors rated on agents’ chat performance.

The rating report can be viewed by Time, by Department, and by Agent.

Proactive Chat Strategy

Auto Invitation Report

In addition to manual invitations, rules can be defined to automatically invite visitors to chat within each

campaign, triggering an invitation when the conditions of the rule are met. Multiple auto invitations

under each campaign can be used. The auto invitation report shows the take-up of auto invitations.

Metrics in this report include:

Sent

The number of auto invitations sent to visitors.

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Accepted

The number of auto invitations accepted by visitors.

Acceptance Rate

The percentage of sent invitations accepted by visitors.

The Auto Invitation report can be viewed by Time, by Campaign or by Invitation. Viewing by Invitation

shows the total sent times, accepted times and the acceptance rate of each auto invitation. Data can be

filtered by Campaign to show data on all auto invitations under each campaign.

Chat Source Report

This report shows the number of chats requested by visitors, initiated by agents manually, and triggered

by predefined auto invitation rules respectively.

Metrics in this report include:

Chats

The total number of chat sessions which occurred (whether initiated by visitors, agents’ manual

invitation, or auto invitations).

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Chats Initiated by Visitors

The total number of answered chats initiated by visitors.

Chats from Manual Invitations

The total number of chats initiated by agents’ manual invitations and accepted by visitors.

Chats from Auto Invitations

The total number of chats initiated by rule-based auto invitations and accepted by visitors.

The Chat Source report can be viewed by Time, by 24/7 Distribution, by Half-Hour Distribution, or by

Department. The request page URL of each chat can also be viewed. The request page refers to the URL

of a page where a chat request was initiated. This shows pages which visitors may have the most

questions about.

Manual Invitation Report

Agents can invite visitors to chat manually in Comm100 Live Chat. This report shows the usage and

effectiveness of manual invitations.

Metrics in this report include:

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Sent

The number of invitations manually sent by agents.

Accepted

The number of manual invitations accepted by visitors.

Acceptance Rate

The percentage of accepted invitations versus sent ones.

The Manual Invitation report can be viewed by Time and by Agent.

Feature Utilization

Canned Message Report

This report shows how many times and by how many agents each canned message was used within a

defined time range.

Metrics in this report include:

Used Times

The total times a canned message was used within a defined time range.

Agents Used It

The number of agents a canned message was used by within a defined time range.

All canned messages in the library are displayed in this report. Messages can be filtered by Category to

see how the canned messages under each category were used.

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Chat Transfer Report

Chats can be transferred to agents or departments for further troubleshooting or review. When a chat is

transferred to another department, all online agents in the destination department will be notified of

the transfer.

A healthy chat transfer ratio indicates that the live chat agents are working effectively and are trained

correctly, whereas an elevated chat transfer ratio may indicate issues.

Metrics in this report include:

Total Transferred Chats

The total number of chat sessions during which chat transfers between agents or departments

took place.

Department Transferred Chats

The total number of chat sessions during which chat transfers between departments took place.

Chats

The total number of chat sessions which occurred (whether initiated by visitors, agents’ manual

invitation, or auto invitations).

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The Chat Transfer report can be viewed by Time and by Department.

Cobrowsing Report

This report shows number and duration of cobrowsing sessions.

Metrics in this report include:

Cobrowsing Requests

The total number of cobrowsing requests made by agents.

Cobrowsing Sessions

The number of cobrowsing sessions which took place in a given time range.

Total Cobrowsing Session Time

The total duration of cobrowsing sessions.

Avg. Cobrowsing Session Time

The average duration of each cobrowsing session.

The Cobrowsing report can be viewed by Time, by Hour/Day/Week/Month Distribution, by Department,

by Agent or by Visitor Segment.

Pre-Chat Survey Report

Pre-chat survey allows visitor information to be collected before a chat starts, for example, their name,

email address, or which type of questions they have. Pre-Chat Survey reports show the statistics on

survey questions which allow visitors to select one or more options from a list of defined answers.

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Metrics in this report include:

Count

Total times an option has been selected for a pre-chat survey question.

Percentage

The percentage of an option being selected for a pre-chat survey question.

As per the Post-chat survey, Pre-chat survey is also a campaign level setting, allowing different survey

questions for different campaigns to be defined. Campaign can also be used as a filter to see the

distribution of each survey answer under a specific campaign.

Wrap-Up Report

The Wrap-Up report is further broken down into two parts: Survey report and Completion report.

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Survey Report

This report shows the percentage of each wrap-up category used by agents.

Metrics in this report include:

Count

Total times an option has been selected for a wrap-up category.

Percentage

The percentage of an option being selected for the wrap-up category.

Wrap-up is a campaign level setting; campaign can also be used as a filter to see the categorization of

chats under a specific campaign.

Completion Report

This report shows the proportion of chats where agents’ wrap-up comments are completed. To calculate

the completion rate, the formula is: chats with agents’ wrap-up information/total chats.

Metrics in this report include:

Wrap-ups

The number of chats that had wrap-up comments.

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Chats

The total number of chat sessions established between agents and visitors, including those

initiated by visitors, from agents’ manual invitations, and from rule-based auto invitations.

Completion Rate

The percentage of chats where agents’ wrap-up comments were completed.

The completion report can be viewed by Time, by Department, and by Agent.

Conversions

This report shows all achieved conversions, total conversion value, and your live chat conversion rate.

You can also compare performance in different time periods, among departments or agents, and

between conversion actions.

Metrics in this report include:

Conversions

The total number of conversion actions which occurred on your site. Every conversion that

happens after an interaction will be counted.

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Chats

The total chats which occurred on your site.

Chatted Visitors

The total number of visitors who chatted with your agents.

Converted Visitors

The total number of visitors who performed defined conversion actions.

Converted Chatted Visitors

The total number of visitors who performed defined conversion actions and also chatted with

agents

Conv. Rate of Chatted Visitors

Calculated by Converted Chatted Visitors / Chatted Visitors.

Value

The total value of all conversions performed. Value must be manually assigned to conversions.

The report also allows you to filter by Department, by Agent, by Conversion Action, or by Conversion

List.

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Live Chat Security for Healthcare

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