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Articles in "Transcripts & Reports"

  • Can I get all my website visitors’ contact history?

    Yes. All visitors’ contact histories are available for you. Contact History is the record of navigation, offline message and chat history of a certain visitor. Contact history of a visitor is recorded and stored on Comm100 server. You can view a specific visitor’s contact history during the chat or after the chat (click here to…

  • How can I view visitor’s contact history?

    Comm100 Live Chat stores information about all visit sessions in our database. You can query for a particular visit session and view the full contact history. There are two ways you can view the contact history of a visitor: View in Agent Console when the visitor is on your website; View in Live Chat Module….

  • Where can I see a report of visitors’ average waiting time?

    Visitors’ Average Waiting Time is the average time visitors have waited before their chat requests are accepted by agents. With Comm100 Live Chat, you can view visitors’ average waiting time of the whole company, a specific department or a certain agent. Step by Step Instructions Log into your Comm100 account; Go to Click on Reports…

  • How can I get the attachment of my offline message?

    With Comm100 Live Chat, your visitors are allowed to leave an offline message with attachment file(s) in your offline message window. When you receive this offline message in your email, you can see the name of the attachment. You can click the file name in the mail client to download and read the it or…

  • How can I view my chat history?

    All your chat conversations are stored in our database. You can check all the records or search for a particular chat record on your Comm100 account control panel. Step by Step Instructions Log into your Comm100 account; Go to the Live Chat module; Go to History; On Chats page, you will see a list of…

  • Can I view the visit and chat counts on my website?

    Yes, you can. Visit & Chat Metrics provides the visit and chat counts on your website and the ratio of chats to visits. Step by Step Instructions Log into your site account; Click Reports in the Live Chat module; Click Overview to bring up the visit and chat counts you’ve received in the Trend Overview…

  • Can I view agent performance report?

    Yes, you can view agent performance report in your account. Step by Step Instructions ​ Go to the Live Chat module; Click Agents under Reports on the left menu bar. You can see an overview of agent’s performance here; Agent performance breaks down each agent’s live chat metrics by workload, efficiency and chat quality. This…

  • How can I automatically send chat transcripts to certain email account(s)?

    With Comm100 Live Chat, your chat transcripts are saved in your Comm100 account. You can also make the transcripts automatically sent to certain email account(s). Step by Step Instructions Log into your Comm100 account; Click Campaign at the left menu;​ Click Chat Window, then Advanced, and enter the email account(s) in the Automatically send chat…

  • Can I export the reports in my Comm100 Live Chat?

    Yes, you can export reports of your Comm100 Live Chat. Note: The feature of exporting reports is available in Comm100 Live Chat Business. If you are using Comm100 Live Chat Express or Team, please upgrade your Live Chat to the Business edition to get the Exporting Reports feature. Step by Step Instructions Log into your…

  • How can I view the offline messages left by my visitors?

    When your live chat is offline, your clients can click the chat button and leave messages. These messages are stored on Comm100 sever and can be queried. Thus you can follow up the inquiries without missing any chance to communicate with your clients. There are three ways to view these messages. View Messages in Email…

  • When I’m chatting with a visitor, how can I quickly view his/her contact history?

    Comm100 Live Chat stores information about all contact history in our database. You can query for a particular contact in your account. There are two ways you can view the contact history of a visitor: viewing the contact history in Agent Console and viewing the contact history in Live Chat Control Panel. When you are…

  • [User Guide] Comm100 Live Chat Reports

    This guide, as structured below, is designed to walk you through the reports available by explaining the report structure and each metric available. Introduction Report Overview Report Structure Time Range Charts and Tables Multiple Perspectives and Different Levels of Granularity Export Data Report Metrics Real Time Report Chat Volume Report Chat Source Report Queue Report…