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Live Chat Reports

Comm100 Live Chat offers a wide variety of reports that help you evaluate agent performance, manage shifts, monitor chat quality and gauge customer satisfaction for both real time and long-term planning.

Below is a quick glance at what reports are available:

[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

Real Time

This report keeps you informed of the overall chat handling situation, agent performance, and service efficiency in real time, allowing you to make timely adjustments.

Comm100 Live Chat Report - Real Time

Chat Volume

The chat volume report provides the number of visits and chats (including refused and missed chats) on your website within a specific time period. By acquiring the visit chat ratio and the chat acceptance rate, you can monitor how well your live chat channel is being utilized.

Comm100 Live Chat Report - Chat Volume

Chat Source

The chat source report provides the number of chats initiated by visitors, by agents, or by predefined rules within a specific time period. This helps you gain insight on whether your live chat strategy is working as expected in terms of proactive support.

Comm100 Live Chat Report - Chat Source

Queue

The queue report provides the number of visitors who waited in the queue, abandoned the queue, switched to message, or were refused by agents within a specific time range. Together with other reports such as wait time, chat volume, and workload, you can gain comprehensive insight on your queue performance.

Comm100 Live Chat Report - Queue

Wait Time

The wait time report provides details on visitors’ average and longest wait times within a specific time range. You can compare data from the wait time and queue reports to see how wait time affects visitors’ actions when they are waiting in the queue.

Comm100 Live Chat Report - Wait Time

Chat Transfer

The chat transfer report provides a clear picture regarding how many chats were being transferred to another agent or department within a specific period of time. This helps you keep an eye on your chat transfer ratio; if the ratio is too high, your customers’ experiences might be compromised.

Comm100 Live Chat Report - Chat Transfer

Availability

The availability 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. You can gain insight on whether the team, a department, or agents are working as scheduled.

Comm100 Live Chat Report - Availability

Agent Performance

The agent performance report provides data regarding agents’ overall performance in terms of chat time and wait time within a specific time period. This helps you gain an overview of how your agents have performed as a whole.

Comm100 Live Chat Report - Performance

Workload

The workload report provides data regarding agents’ chat time and number of chats handled, which helps you assess their work volume within a specific time range. You can compare data from the workload and efficiency reports to gain a comprehensive view of agents’ performance.

Comm100 Live Chat Report - Workload

Efficiency

The efficiency report provides data regarding the average agent response time and average visitor wait time, which helps you assess agents’ responsiveness when chatting with visitors within a specific time range. You can compare data from the efficiency and workload reports to gain a comprehensive view of agent performance.

Comm100 Live Chat Report - Efficiency

Rating

The rating report provides details on how visitors rate your chat service within a specific time period, including the number of ratings and the average rating score. This enables you to have a quick view of your customer satisfaction rate.

Comm100 Live Chat Report - Rating

Post-Chat Survey

The post-chat survey report provides insight on how visitors felt about agents’ professionalism, responsiveness, and helpfulness, etc. within a specific time period. This helps you assess customer satisfaction as well as identify areas for improvement.

Comm100 Live Chat Report - Post-Chat Survey

Pre-Chat Survey

The pre-chat survey report provides insight on visitor data you collected from pre-chat surveys within a specific time period. This helps you better understand your visitors and be more prepared to offer professional and personalized service.

Comm100 Live Chat Report - Pre-Chat Survey

Wrap-Up

The wrap-up report provides the categorization details of your chats via the wrap-up survey, as well as the wrap-up completion rate within a specific time period. This helps you keep an eye on the results of your agent wrap-up survey for better chat categorization and management.

Comm100 Live Chat Report - Wrap-Up

Manual Invitation

The manual invitation report provides the number of invitations sent manually by agents as well as the invitation acceptance rate within a specific time period. This helps you gain insight on whether your agents are taking full advantage of the proactive chat capability.

Comm100 Live Chat Report - Manual Invitation

Auto Invitation

The auto invitation report provides the number of invitations triggered by predefined rules as well as the invitation acceptance rate within a specific period of time. Together with the chat source report, this report helps you gain insight on the effectiveness of your proactive chat strategy.

Comm100 Live Chat Report - Auto Invitation

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 time period. This helps you keep an eye on whether the current staffing and open hours are sufficient to support your customers.

Comm100 Live Chat Report - Offline Message

Canned Message

The canned message report provides you with insight on how many times each canned message has been used within a defined time range. This helps you improve the most frequently used canned messages as well as identify the least popular canned messages for removal.

Comm100 Live Chat Report - Canned Message

Reports by 24/7 or Half-Hour Distribution

The 24/7 distribution report presents your live chat data on a 24/7 basis so that you can easily identify peak days or hours and better manage your shift schedule. In addition, half-hour distribution report is available to offer you greater granularity. Reports with 24/7 or half-hour distribution include chat volume, chat source, queue, wait time, workload, efficiency, and rating.

Comm100 Live Chat Report - 24/7 Distribution

Reports by Agent/Department/Campaign/Visitor Segment or at Website Level

Comm100 Live Chat reports can be viewed by agent, by department, by campaign, by visitor segment, or at website level. You can see how a specific agent or department performs, and also get an overall picture of the whole team’s performance. In addition, you can assess whether a campaign or visitor segment works as expected.

Comm100 Live Chat Report - Granularity

Export Reports

All reports can be exported to your local drive for purposes of analysis, sharing or backup.

Comm100 Live Chat Report - Export

[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

Schedule a Free Consultation

Want to learn more about how this feature can meet your specific business needs? Schedule a 15-minute free consultation with us. One of our product specialists will call you back.