| Info |
|---|
Track your chat volume, service quality, and team performance with our robust reporting suite. Quickly understand chat traffic patterns and measure conversions to prove ROI from Webchat. |
Volume(WebChat)
The Chat Volume report shows the chat requests and visits occurring on the website and how many chat requests are connected to agents.
You can select desired Time Range.
Widget | Description |
Campaign(Widget) | Campaign(Widget). |
Chats | The total number of chat sessions occurred (whether initiated by visitors, agents’ manual invitations, or auto-invitations). |
Chat Acceptance Rate | A chat request can be missed or refused. Chat Acceptance Rate indicates how many 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 accept or refuse chat requests manually. 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. A visit session refers to a visit made to a website within a given time frame by a single user, from the status of In Site to Out of Site. |
Avg. Chat Time | The average time it took an agent to finish a chat. |
Avg. Wait Time | The average wait time of waited chats (including waited chats that were answered, abandoned or rejected by agents; or switched to offline messages) equals to total wait time divided by the number of waited chats. |