New Introducing New Reporting: Get industry leading insights on your live chat operation ×

Comm100 Is to Release a Brand New Reporting System Offering Industry Leading Live Chat Insights

December 28th, 2016 | Anna Cheung | News & Updates | Blog Home
Comm100 Live Chat report

Reporting is a vital part of enterprise live chat because it provides the data that management need to monitor chat quality, evaluate agent performance, manage staffing, and gauge customer satisfaction. Quality reporting is the key to your customer service success.

At Comm100, we firmly believe that our live chat solution should contribute to your business success.

For this reason, we have redesigned our reporting system to offer industry leading insights on your live chat operation. The new report structure contains 18 independent reports that offer comprehensive organization of data and metrics. In addition, modern visual design and user interaction technologies have been adopted to make your data exploring easy and fun.

The main improvements to our reporting system include:

  • A reorganized report structure and 6 new reports to help you more easily acquire comprehensive insights. New reports include Wait Time, Chat Source, Chat Transfer, Manual Invitation, Auto Invitation and Offline Message.
  • Multiple perspectives and filters (at website, department, campaign, or agent level; by hour, day, week, month, or 24/7 distribution) to present data interactively per your individual business needs.
  • New, user-friendly charts and user interaction technologies to enhance data presentation.

Easier to Locate What You Need

There are 18 reports in the new reporting system. With so many reports for you to choose from, displaying the reports in random order could obviously be overwhelming for you.

Categorization seems to be a better choice than random order. The only issue is that it might take you some time to navigate through the menu and locate the specific report you are looking for.

As a result, we decided to list all the 18 reports flatly under the Reports menu while ordering them by categorization and frequency of use, making it quick and easy for you to locate what you need.

  1. Real Time

    This report helps you monitor whether your live chat is running in a healthy condition in real time, or if any immediate adjustment is needed. The report covers:

    • Real time chat data such as how many chats are ongoing, how many agents are involved in chats, how many visitors are on site, how many agents are logged in, etc.
    • An overview of today’s workload, chat quality and agent performance. We have provided a number of metrics by default including number of chats, average wait time, service availability, average rating score, agent utilization, agent status change log and many more. You can also define custom metrics to gain additional data.
    • The current queue length, namely the number of visitors waiting in the queue right now.
  2. Chat Volume

    This report provides a clear picture of the chat volume and chat acceptance rate on your website within a specific time period.

  3. Chat Source

    This report provides details of who initiated the chats (by visitors, from manual invitation or from auto invitation) within a specific time period.

  4. Queue

    This report provides details of the queue length and visitors’ actions in the queue within a specific time range.

  5. Wait Time

    This report provides details of visitors’ wait times in the queue within a specific time range.

  6. Chat Transfer

    This report provides a clear picture regarding how many chats were being transferred to another agent or department within a specific period of time.

  7. Availability

    This report provides data regarding the online time of your live chat team or a specific department, as well as agents’ status change log within a specific time period.

  8. Agent Performance

    This report helps you assess the overall performance of agents within a specific time range.

  9. Workload

    This report helps you assess the intensity of agents’ work within a specific time range.

  10. Efficiency

    This report helps you assess agents’ responsiveness when chatting with visitors within a specific time range.

  11. Rating

    This report provides details on how visitors rate your chat service within a specific time period.

  12. Post-Chat Survey

    This report provides insight on how visitors felt about agents’ professionalism, responsiveness, and helpfulness, etc. within a specific time period.

  13. Pre-Chat Survey

    This report provides insight on visitor data you collected from the pre-chat survey within a specific time period.

  14. Wrap-Up Survey

    This report provides details of the categorization of your chats via the wrap-up survey, as well as the wrap-up completion rate within a specific time period.

  15. Manual Invitation

    This report provides the number of invitations sent by agents manually as well as the invitation acceptance rate within a specific period of time.

  16. Auto Invitation

    This report provides the number of invitations triggered by predefined rules as well as the invitation acceptance rate within a specific period of time.

  17. Offline Message

    This report provides details of the number of offline messages visitors left from the queue and from the offline chat button respectively within a specific period of time.

  18. Canned Message

    This report provides details of how many times each canned message has been used within a defined time range.

View at Different Levels of Granularity and from Multiple Perspectives

You can view the report data at different levels of granularity and from different perspectives per your own business needs.

  • At website, department, campaign, or agent level. You can view data of your entire live chat team, or filter it by department, campaign or agent as needed.
  • By hour, by day, by week, or by month. This enables you to view data at different levels of granularity in terms of time segments per your own business needs.
  • By 24/7 distribution or half-hour distribution. You can view the distribution of your live chat data over 24 hours on each day of a week. Half-hour distribution is also available.
  • By department, campaign, visitor segment, or agent. You can compare each metric among all departments, campaigns, visitor segments, or agents to easily identify top performers as well as areas for improvement.

More Visualized and Interactive

To avoid displaying piles of unattractive metrics in the reports, we have adopted three kinds of charts to help you visualize the data, making it more vivid and clearer to view.

In addition, modern user interaction technology is adopted so that you can select or deselect any metric in each report for comparison and analysis. The visual design of each report is consistent so that you can quickly get used to analyzing data from different reports.

  1. Line Charts

    Line charts are usually used to describe the trend of a metric within a specific time period. For example, the queue report provides how the maximum queue size changed by line charts.

  2. Pie Charts

    Pie charts are usually used to depict the components of an entirety. For example, when you check the chat volume report by department, a pie chart will show the percentage of chats from each department. From the chart you know clearly which department has handled the most or the least chats.

  3. Bar Charts

    Bar charts are usually used to compare multiple results. For example, when comparing the average rating score by agent, you can see bar charts with different lengths representing agents’ rating scores.

Compare Plans

Below is a quick glance at what reports are available in the each plan.

Team Business Enterprise
Real Time Basic Standard Advanced
Chat Volume
Chat Source
Queue
Wait Time
Chat Transfer
Availability
Agent Performance Split into Workload and Efficiency Reports
Workload
Efficiency
Rating
Post-Chat Survey
Pre-Chat Survey
Wrap-Up
Manual Invitation
Auto Invitation
Offline Message
Canned Message

[Live Webinar] Introducing the New Reporting in Comm100 Live Chat

The new repoting system has gone live on Jan. 6! We will hold a live webinar with two sessions to introduce the new reports to you. By attending this webinar, you can learn how to use these reports to gain real time insights, manage your queue and staffing, gauge customer satisfaction, evaluate agent performance, and much more.

Register Now

About 

Anna Cheung heads product marketing in Comm100. She spends most of her day in finding ways to have more people benefit from Comm100's products. In her spare time, she likes learning new things and sharing with others. Connect with Anna on LinkedIn.

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