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 | Campaign. |
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. |