7.2.1 Web Chat
- SUPPORT
Real-TimeÂ
Real-Time Report shows real-time web chat data and an overview of today’s chat performance.
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. |
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 bot. |
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 web chat team. |
Today
This section shows the data of the current day so far.
Metrics in this section include:
Chat OverviewÂ
Shows an overview of how many chats have been requested, answered, missed, abandoned, or switched to offline messages
Chat Requests | The total number of chat requests initiated on the website (whether initiated by visitors, agents’ manual invitations, or auto invitations) |
Chats | The total number of chat sessions which have occurred (whether initiated by visitors, agents’ manual invitation, or auto-invitations). |
Chat Acceptance Rate | The percentage of how many chat requests have been accepted by agents. |
Abandoned Chats | The total number of chat requests abandoned by visitors closing the chat window while waiting. |
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. |
Missed Chats | The number of chat requests missed by agents. This metric is the sum of Abandoned Chats and Switched to Offline Messages. |
Bot
Shows an overview of your bot performance.
Bot Only Chats | The total number of chats which occurred between visitors and Bot only. |
% Of Bot Only Chats | The percentage of Bot Only Chats to the total Chats. This metric reflects how Bot helps you reduce workload for agents. |
Chats From Bot To Agent | The total number of chat sessions during which visitors choose to switch to chat with agents. |
Bot To Agent Chat Acceptance Rate | The chat acceptance rate for chats that are initiated with bot and transferred to a human agent. |
Service Efficiency
Shows an overview of the chat efficiency in the day so far.
Avg. Wait Time | The average amount time your visitors wait before being answered or rejected by agents, abandoning chats, or switching to the offline message window. |
Avg. Chat Time | The average time it took for an agent to finish a chat. |
Avg. Agent Response Time | The average time it takes for an agent to respond to individual chat messages from your visitors. |
Accepted Invitations | The total number of chat invitations accepted by your visitors. |
Service Accessibility Rate | The accessibility of your web chat service. Service Accessibility Rate=(Chats+Switched to Message Chats)/(Chat Requests) |
Total Transferred Chats | The total number of chat sessions during which chat transfers took place. |
Real-Time (Agent)
An overview of each agent’s workload in real-time and today.
Metrics in this report include:
Ongoing Chats | Shows the number of chats currently taking place. |
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. |
Today's Agent Status Breakdown | Shows the distribution of an agent's status from 12:00 A.M. to the present time. |
Different colors are used to indicate different statuses.
Volume(WebChat)
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.
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.
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. |
Post-Chat SurveyÂ
Besides a general rating score, the post-chat survey can also 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. |
The post-chat survey can be viewed by widget and by queue. You can filter the widget or queue to see how the answers to each survey question are distributed under a specific widget or queue.
Pre-Chat Survey
A 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. The pre-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 pre-chat survey question. |
Percentage | The percentage of an option being selected for a pre-chat survey question. |
The post-chat survey can be viewed by widget and by queue. You can filter the widget or queue to see how the answers to each survey question are distributed under a specific widget or queue.
RatingÂ
In CloudCX Web Chat, visitors can rate the chat service they received. This report shows details of visitors’ ratings on the chat performance of an agent, a queue, and the web chat team as a whole within a defined time range.
Note that rating is part of the post-chat survey; however, the rating and post-chat survey reports are different. The rating report shows the statistics on rating score; while the Post-Chat Survey report shows the statistics on survey questions, allowing 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. |
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. |