Chat Reports

Live chat analytics provides you an overview of your chat and agent activity. With the help of this data, you can optimize your customer support strategy and improve its efficiency. For viewing the chat analytics, you need to click on ‘Chats’ under the Reports menu on your dashboard. 

The main components of chat analytics are:

Chat History

The chat history allows you to compare the volume of chats with their timing trends, on an hourly, daily, or weekly basis. You can figure out your busiest periods by observing visitor wait times, response times, satisfaction ratings, acceptance rate, and the number of chats served and missed by your agents at any given time. The graph also shows the chats handled successfully and missed chats.

Offline Message

The offline chat option allows your website visitors to send chat messages to your agents even if they are not available.

Missed Chats

A chat counts as missed chat,  if there was no reply from the support agent 

Chat Satisfaction

You can measure your customer satisfaction with your live chat service at the end of the conversation. 

The Chat Analytics gives us an overview of the below elements:

• Total Chats: It shows the total number of chats your agents are able to engage with.
• Offline Message: It indicates the offline messages by your visitors or customers.
• Missed chats: If you are not able to engage the chat gets missed and shows as missed chats.

Note: You can see the chat analytics hourly, daily, weekly, monthly, or yearly.