Optimizing the performance of your Live Chat, Inbox Channels 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 is the worst? Why?
How well are your Inbox channels being handled?
What is the distribution of your tickets? Are you meeting SLAs?
Cloudfon CX provides robust reports which focus on the data and metrics that matter most to your chat quality, agent performance, visitor satisfaction, Inbox performance 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.
Real Time Report includes:
Widget | Description |
Agents in Chat | The number of agents who are chatting with customers. |
Ongoing Chats | The number of chats currently occurring. |
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. |
Chats & Messages Report includes:
Widget | Description |
|---|---|
Chats | The total number of chat sessions which have occurred (whether initiated by visitors, agents’ manual invitation, or auto-invitations). |
Offline message | The total number of offline messages left by visitors. |
Visits | Calculated by Converted Chatted Visitors / Chatted Visitors. |