[User Guide] Comm100 Reports

November 11th, 2019 | Transcripts & Reports

Introduction

Optimizing performance of your live chat system, Chatbot, Social / SMS and Ticket begins through understanding the quality of your current service. Questions you might want to answer include:

  • Is your live chat team properly staffed?
  • Why are visitors contacting your live chat team?
  • How responsive is your team? How long are customers left waiting?
  • Are your visitors satisfied? How do they rate your chat service?
  • Which agent/department performs the best and which the worst? Why?
  • Is your Chatbot performing as well as expected? How are your customers liking it?
  • How well are your social media / SMS channels being handled?
  • What is the distribution of your tickets? Are you meeting SLAs?

Comm100 provides robust reports which focus on the data and metrics that matter most to your chat quality, agent performance, visitor satisfaction, Chatbot performance, Social / SMS and ticket performance so that you can make informed decisions for improvement.
This user guide walks you through the reports available by explaining the report structure and each metric available.

Report Overview

Live Chat Reports

Real Time Insights
  • Real Time Report
    Shows real-time live chat data and an overview of today’s chat performance.
Workload and Staffing
  • Availability Report
    Shows agents’ online time and different agent statuses used.
  • Chat Volume Report
    Shows the volume of accepted, missed and refused chats.
    Offline Message Report
    Shows source details of offline messages: either from the offline message window or from the queue.
  • Queue Report
    Shows visitor actions while waiting in the queue: waiting to be served, abandoning the queue or leaving messages.
  • Wait Time Report
    Shows how long visitors waited in the queue before they were answered or decided to abandon the queue.
  • Workload Report
    Shows the volume of agents’ work (chat volume, time in chats, and concurrent chats, etc.)
Agent Performance
  • Agent Performance Report
    Shows the overall performance of agents in terms of workload, efficiency.
    Note: This report is only available in Team and Business editions. The Workload Report and Efficiency Report are
    replacements for this in Enterprise edition.
  • Efficiency Report
    Shows agent responsiveness to visitor chat requests and chat messages.
  • Post-Chat Survey Report
    Shows detailed statistics on Post-Chat survey questions, which provides insight into visitor satisfaction.
  • Rating Report
    Shows how visitors rated agents’ service through the Post-Chat survey.
Proactive Chat Performance
  • Auto Invitation Report
    Shows the total trigger times of auto invitations as well as acceptance rate of these invites.
  • Chat Source Report
    Shows details of how chat requests were initiated (by visitors, from manual invitation or from auto invitation).
  • Manual Invitation Report
    Shows the usage of manual invitations sent by agents as well as acceptance rate of these invites.
Feature Utilization
Conversions
  • Conversions Report
    Shows all achieved conversions, total conversion value, and your live chat conversion rate.
Chatbot Reports
  • Bot Dashboard
    Shows a 7-day overview of Bot performance.
  • Chat & Conversation Report
    Shows the number of resolved and unresolved Bot chats, social conversations, as well as the total Bot chat time.
  • Answers Report
    Shows the number of high confidence answers, possible answers and no answers Chatbot returned.
  • High Confidence Answers Report
    Shows the number of helpful and not helpful visitor ratings on the high confidence answers Chatbot returned.
  • Rating Report
    Shows the performance and visitor satisfaction of your Chatbot.
  • Bot & Agent Report
    Shows the comparison between Chatbots and agents.
Social / SMS Reports
  • Social / SMS Real Time Report
    Shows the real-time Social / SMS data and an overview of today’s Social / SMS performance.
  • Volume Report
    Shows the volume of created, closed, replied, reopened and open Social / SMS conversations.
  • Source Report
    Shows details of where the Social / SMS conversions were from (from Facebook wall post, Facebook visitor post,
    Facebook message, tweet, Twitter direct message, WeChat message or SMS message)
  • Efficiency Report
    Shows agent responsiveness to Social / SMS conversations.
Ticket Reports
  • Ticket Dashboard
    Shows an at-a-glance view of all Tickets’ status in real-time and an overview of a 7-day Tickets’ handling status.
  • Ticket Distribution Report
    Shows a statistical summary of ticket Status, Priority, Source, Assignee, Department, and Email Account.
  • Ticket Distribution with Date Report
    Shows a statistical summary of tickets in a given period. Reports can be generated based on Ticket Status,Priority, Source, Assignee, Department, and Email Account.
  • Ticket Performance Report
    Shows the total created tickets, closed tickets, received ticket messages, and agent responses in a given period.
  • Agent Performance Report
    Shows the overall performance of each agent in terms of their average ticket close time, their total responses, and the total tickets they created, closed, received and worked on.
  • Department Performance Report
    Shows the overall performance of each department in terms of their total created tickets, closed tickets, received ticket messages, and agent responses.
  • Email Account Performance Report
    Shows the overall performance of each email account in terms of their total created tickets, closed tickets, received ticket messages, and agent response.
  • Auto Follow Up Emails Report
    Shows the status of each triggered auto follow up email. The triggered auto follow up emails can be searched by their send time, their name, ticket subject, and email ID.

Report Structure

The majority of reports show historic data, displayed over a chosen time range, with the exception of the Real Time Report. All history data reports share a similar structure.
Below is the breakdown of the elements in the history data reports.

Time Range

By default, reports show data from the last 30 days. Different time ranges can be selected to view data over different periods

  • Today
  • Yesterday
  • This week
  • Last week
  • Last 7 days
  • Last 14 days
  • This month
  • Last 30 days
  • Last month
  • Custom (Define any time period not longer than one year)
  • 24/7 Distribution
  • Half-Hour Distribution
Charts and Tables

All reports are presented in both chart and table formats except for the Canned Message report and Ticket reports where charts are not applicable. Charts can be used to view data and spot trends at a glance, table data can be used to show all metrics within a report.Bar charts, line graphs and pie charts are used to visualize data in different ways.

Multiple Perspectives and Different Levels of Granularity

Reports can be viewed from multiple perspectives, including by time, by Department, by agent, by Campaign, by visitor segment or at the site level. Departments or agents can also be compared to view differences in performance.

By Time

By default, all history reports show data displayed over a particular time range.

Filters

Data can be filtered by site on all reports. On others, filtering by Department, by Agent, by Campaign, by visitor Visitor Segment, by Social/SMS Account, by Bot is also available.

  • By Site: Shows the data of the live chat team as a whole.
  • By Department: Shows the data of a selected department.
  • By Agent: Shows the data of a selected agent.
  • By Campaign: Shows the data of a selected campaign (for different chat settings across different websites or website sections.)
  • By Visitor Segment: Shows the data of a selected visitor segment. Custom segments can be used to view customers by with different criteria.
  • By Social/SMS Account: Shows the data of a selected Social/SMS account.
  • By Bot: Shows the data of a selected Chatbot.
Display Mode

Report data can be presented by different time filters, including by Hour, by Day, by Week, by Month, by 24/7 distribution (where applicable), and by Half-Hour distribution Distribution (where applicable).
The By 24/7 Distribution report shows the distribution of data over 24 hours on each day of a week; the By Half-Hour Distribution report shows the distribution of data over 48 half-hours of a day.

Zoom Bar

Using the zoom bar allows data to be viewed using a left/right scroll function or part of the bar can be selected to focus in on a particular time range.

By Department/Agent/Campaign/Visitor Segment

The By Department, By Agent, By Campaign and By Visitor Segment reports compare metrics among all departments, agents, campaigns and visitor segments.

Whether a report is presented by time, by Department, by Agent, by Campaign or by Visitor segment, the metrics of the report stay the same. For example, regardless of the perspective, the Chat Volume report includes the same metrics: Chats, Chat Acceptance Rate, Missed Chats, Refused Chats, Chat Requests, and Visits.

Export Data

Reports data can be exported to a local drive for further analysis, sharing or backup.

Report Metrics

This table shows the metrics, filters and perspectives under each report.

Live Chat Report

Real Time Insight

Real Time -Website

  • · Agents in Chat
  • Ongoing Chats
  • Ongoing Chats with Agents
  • Ongoing Chats with Bot
  • Current Queue Length
  • Visitors on Site
  • Logged-in Agents
  • Chat Utilization

N/A

N/A

Real Time – Agent

  • Ongoing Chats
  • Max Concurrent Chats
  • Today’s Chats
  • Today’s Linear Chat Time
  • Site
  • Department

N/A

Real Time -Queue

  • Ongoing Chats/Max Concurrent Chats
  • Avg. Wait Time in Last 30 Minutes
  • Avg. Wait Time in Last Hour
  • Abandoned Chats in Last 30 Minutes
  • Switched to Messages in Last 30 Minutes
  • Current Queue Length

N/A

N/A

Workload & Staffing

Availability

  • For Site or Department
  • Online time
  • For Agent
  • Logged-in Time
  • Online Time
  • Total Away Time
  • Away Time
  • Custom Away Time
  • Site
  • Department
  • Agent
  • By Time
  • By Department
  • By Agent

Chat Volume

  • Chats
  • Chat Acceptance Rate
  • Missed Chats
  • Refused Chats
  • Chat Requests
  • Visits
  • Avg. Chat Time
  • Avg. Wait Time
  • Site
  • Campaign
  • Department
  • Visitor
  • Segment
  • By Time
  • By 24/7 Distribution
  • By Half-Hour Distribution
  • By Campaign
  • By Department
  • By Visitor Segment

Offline Message

  • Messages
  • From Offline Button
  • From Chat Queue
  • From Bot
  • Site
  • Campaign
  • Department
  • Visitor Segment
  • By Time
  • By 24/7 Distribution
  • By Half-Hour Distribution
  • By Campaign
  • By Department
  • By Visitor Segment

Queue

  • Queued Chat Requests
  • Chats from Queue
  • Switched to Messages
  • Abandoned Chats
  • Refused Chats
  • Max Queue Size
  • Site
  • Department
  • By Time
  • By 24/7 Distribution
  • By Half-Hour Distribution
  • By Department

Wait Time

  • Avg. Wait Time
  • Avg. Wait Time of Missed Chats
  • Max Wait Time
  • Max Wait Time of Missed Chats
  • Site
  • Department
  • By Time
  • By 24/7 Distribution
  • By Half-Hour Distribution
  • By Department

Workload

  • Linear Chat Time
  • Idle time
  • Agent Utilization
  • Avg. Concurrent Chats
  • Total Chat Time
  • Chats
  • Site
  • Department
  • Agent
  • By Time
  • By 24/7 Distribution
  • By Half-Hour Distribution
  • By Department
  • By Agent

Agent Performance

Agent Performance

  • Avg. Chat Time
  • Avg. Wait Time
  • Chats
  • Total Chat Time
  • Last Message Sent by Agent
  • Department
  • Agent
  • By Time
  • By Department
  • By Agent

Chat Transfer

  • Total Transferred Chats
  • Department Transferred Chats
  • Chats
  • Site
  • Department
  • By Time
  • By Department

Efficiency

  • Avg. Agent Response Time
  • Avg. Wait Time
  • Avg. Chat Time
  • Avg. Agents’ Chat Messages
  • Avg. Visitors’ Chat Messages
  • Avg. Canned Messages
  • Last Message Sent by Agent
  • Site
  • Department
  • Agent
  • By Time
    By 24/7 Distribution
  • By Half-Hour Distribution
  • By Department
  • By Agent

Post-Chat Survey

  • Option
  • Count
  • Percentage
  • Campaign

· By Time

Rating

  • Rating Times
  • Number of Score 5
  • Number of Score 4
  • Number of Score 3
  • Number of Score 2
  • Number of Score 1
  •  Avg. Score
  • Site
  • Department
  • Agent
  • By Time
  • By 24/7 Distribution
  • By Half-Hour Distribution
  • By Department
  • By Agent

Proactive

Chat Strategy

Auto Invitation

  • Sent
  • Accepted
  • Acceptance Rate
  • Site
  • Campaign
  • By Time
  • By Campaign
  • By Invitation

Chat Source

  • Chats
  • Chats Initiated by Visitors
  • Chats from Manual Invitations
  • Chats from Auto Invitations
  • Site
  • Campaign

 

  • By Time
  • By 24/7 Distribution
  • By Half-Hour Distribution
  • By Department
  • By Request Page

Manual Invitation

  • Sent
  • Accepted
  • Acceptance Rate
  • Site
  • Agent
  • By Time
  • By Agent

Feature Utilization

Canned Message

  • Used Times
  • Agent Used It
  • Site
  • Category
  • By Time

Chat Transfer

  • Total Transferred Chats
  • Department Transferred Chats
  • Chats
  • Site
  • Department
  • By Time
  • By Department

Wrap-Up

  • For Survey Report
    • Option
    • Count
    • Percentage
  • For Completion Report
    • Wrap-ups
    • Chats
    • Completion Rate
  • For Survey Report
    • Campaign
  • For Completion Report
    • Site
    • Department
    • Agent
  • For Survey Report
    • By Campaign
  • For Completion Report
    • By Time 
    • By Department
    • By Agent

Cobrowsing

  • Cobrowsing Requests
  • Cobrowsing Sessions
  • Total Cobrowsing Session Time
  • Avg. Cobrowsing Session Time
  • Site
  • Department
  • Agent
  • Visitor Segment
  • By Time
  • By Department
  • By Agent
  • By Visitor Segment

Pre-Chat Survey

  • Option
  • Count
  • Percentage
  • Campaign
  • By Time

Conversions

Conversions

  • Conversions
  • Chats
  • Chatted Visitors
  • Converted Visitors
  • Converted Chatted Visitors
  • Conv. Rate of Chatted Visitors
  • Value
  • Site
  • Department
  • Agent
  • Conversion Action
  • By Time
  • By Department
  • By Agent
  • By Conversion Action
  • Conversion List
Chat Bot Report

Dashboard

  • Bot Only Chats
  • % of Bot Only Chats
  • Total time of Bot Only Chats
  • Chats from Bot to Agent
  • Bot Answers
  • % of High Confidence Answers
  • Avg. Rating of Bot Only Chats
  • Chats

N/A

N/A

Chat & Conversation

  • Bot Resolved
  • Bot Unresolved
  • Bot Unresolved – Transferred to Online Agent
  • Bot Unresolved – Transferred to Offline Message
  • Bot Chat Time
  • Agent Chat Time
  • Site
  • Bot
  • All Channels
  • Live Chat

Answers

  • Answers
  • High Confidence Answers
  • Possible Answers
  • No Answers
  • % of High Confidence Answers
  • Site
  • Bot
  • All Channels
  • Live Chat

High Confidence Answers

  • High Confidence Answers
  • Helpful
  • Not Helpful
  • No Rate
  • Site
  • Campaign
  • Bot

N/A

Rating

  • Rating Times
  • Score 5
  • Score4
  • Score 3
  • Score 2
  • Score 1
  • Avg. Score
  • Bot

N/A

Bot & Agent

  • Chats
  • Avg. Chat Time
  • Avg. Rating Score
  • Total Chat Time
  • All Chats
  • Exclude Chats from Bot to Agents

N/A

Ticket Report

Real Time – Site

  • Unassigned Conversations
  • Open Conversations
  • New Conversations
  • Pending Internal Conversations
  • Pending External Conversations
  • On-Hold Conversations
  • Urgent Conversations
  • High Priority Conversations

N/A

N/A

Real Time – Department

  • Open Conversations
  • Today’s Replied Conversations
  • Today’s Closed Conversations
  • New Conversations
  • Pending Internal Conversations
  • Pending External Conversations
  • On-Hold Conversations
  • Urgent Conversations
  • High Priority Conversations

N/A

N/A

Real Time – Agent

  • Open Conversations
  • Today’s Replied Conversations
  • Today’s Closed Conversations
  • New Conversations
  • Pending Internal Conversations
  • Pending External Conversations
  • On-Hold Conversations
  • Urgent Conversations
  • High Priority Conversations
  • Site
  • Department

N/A

Volume

  • Created Conversations
  • Closed Conversations
  • Replied Conversations
  • Reopened Conversations
  • Open Conversations
  • Site
  • Agent
  • Department
  • Social / SMS Account
  • By Time
  • By Department
  • By Agent
  • Social / SMS Account

Source

  • Facebook Wall Post
  • Facebook Visitor Post
  • Facebook Message
  • Tweet
  • Twitter Direct Message
  • WeChat Message
  • SMS Message (Twilio)
  • Site
  • Agent
  • Department
  • Social / SMS Account
  • By Time
  • By Department
  • By Agent
  • Social / SMS Account

Efficiency

  • Avg. Agent Response Time
  • Avg. First Response Time
  • Avg. Conversation Time
  • Avg. Social / SMS User Messages
  • Avg. Agent Messages
  • Site
  • Agent
  • Department
  • Source
  • By Time
  • By Department
  • By Agent
  • Social / SMS Source

Live Chat Reports

Real Real-Time Insights

The Real Time report gives an at-a-glance view of the chats and visits on a Website, performance of Agents and the visitors wait time in the Queue.

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 your chatbot.
  • 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 live chat team.
  • Ongoing Chats (for each agent)
    The number of chats each agent is handling.
Today

This section shows the data of the current day so far.

Metrics in this section include:

  • Today’s Chat Overview
    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.
  • Today’s Chatbot
    Shows an overview of your chatbot performance.
    • Chatbot Only Chats
      The total number of chats which occurred between visitors and Chatbot only.
    • % of Chatbot Only Chats
      The percentage of Chatbot Only Chats versus total chats.
    • Chats from Chatbot to Agent
      The total number of chat sessions during which visitors have chosen to switch to chat with agents.
    • Answers
      The total answers Chatbot has sent to visitors. This metric is a sum of all the High Confidence Answers, Possible Answers, and No Answers.
    • High Confidence Answers
      The total times when Chatbot has given a High Confidence Answer to visitors.
    • % of High Confidence Answers
      The percentage of High Confidence Answers versus total answers Chatbot has sent.
  • Today’s Service Efficiency
    Shows an overview of the chat efficiency in the day so far.
    • Avg. Wait Time
      The average time visitors have waited before they are answered by agents, abandon the queue or switch to leaving a message.
    • Avg. Chat Time
      The average time it took for an agent to finish a chat.
    • Agent Response Time
      The average time it took for an agent to respond to a chat message from visitors.
    • Accepted Invitations
      The total number of both manual and automatic chat invitations accepted by visitors.
    • Service Accessibility Rate
      How accessible the live chat team is, i.e. the chance that a visitor’s request is answered by an agent. Service accessibility rate is calculated by (Chats + Switched to messages)/ Chat Requests.
    • Department Transferred Chats
      The total number of chat sessions in which chat transferred between departments took place.
    • Total Transferred Chats
      The total number of chat sessions during which chat transferred between agents or departments took place.
  • Today’s Agent Performance
    Shows an overview of the average chat performance of agents.
    • Unique Chat Rate
      A visitor may chat with an agent multiple times. This is identified as repeat chats. When calculating the unique chat rate, all chats with the same visitor will be counted as one chat.
      Unique Chat Rate is calculated by (Chats – Repeat Chats) / Chats.

    • Agent utilization
      The percentage of time agents have been involved in chats during their logged-in time.
    • Avg. Score
      The average rating score agents have received from visitors.
  • Custom Metrics
    Custom live chat performance metrics can be added. For example, if there are wrap-up categories for Inquiry, Suggestion, Complaint and Junk, custom metrics can be created to monitor the percentage of each category in real time.
  • Real Time – Agent

    An overview of each agent’s workload in real-time and today.

    Metrics in this report include:

    • Ongoing Chats/Maximum Concurrent Chats
      Shows the number of chats currently taking place versus the maximum number of concurrent chats for each agent.
    • 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.
    • Agent statuses in different colors
      Shows status changes of each agent throughout the day. Possible agent statuses include Online, Offline, Away, and Custom Away statuses such as meeting, lunch break and phone call.

    Different colors are used to indicate different statuses.

    Real Time – Queue

    This part of the report shows the current queue length and visitors’ wait time. Where different routing rules are set up resulting in multiple queues, statistics for each can be viewed.

    Metrics in this report include:

    • Ongoing Chats/Max Concurrent Chats
      The number of total ongoing chats versus maximum concurrent chats (of all available agents in the queue). This can be viewed by Department or Agent.
    • Wait Time in Last 30 Minutes
      The average length of time visitors waited in the queue during the last 30 minutes.
    • Wait Time in Last Hour
      The average length of time visitors waited in the queue during the last hour.
    • Abandoned Chats in Last 30 Minutes
      The number of chat requests abandoned by visitors closing the chat window while they were waiting in the queue during the last 30 minutes.
    • Switched to Messages in Last 30 Minutes
      Visitors can choose to leave offline messages if they do not wish to continue waiting in the queue. This metric shows the number of chat requests that were switched to offline messages by visitors during the last 30 minutes.

    Current Queue Length (with dynamic visual effects)
    The number of visitors waiting in the queue at the moment. Visitors are grouped based on the time they have waited and different colors are used to indicate different groups, showing queue status at a glance.

    Workload & Staffing

    Availability Report

    The Availability report provides details on agent status change within a defined time range. Logged in agents can change their status between online and away or select any number of custom statuses.

    This report shows whether agents have stuck to normal working schedules within a defined time period.

    Metrics in this report include:

    • Online Time

      The length of time that an agent/a department/the live chat team is online and accessible. A department was online when one agent in the department is online; the live chat team is online when one agent is online.

    • Logged-in

      This show, at agent level, the sum of online time and away time.

    • Total Away Time

      This shows, at agent level, the sum of any away time.

    • Custom Away Status

      This shows, at agent level, the sum of any custom away statuses.

    The Availability report can be viewed by Time, by Department and by Agent.

    A detailed status change log of all agents can also be viewed. Each status is marked by a color to make it easily identifiable. Clicking on the name of an agent shows the agent’s status details and a table of the agent’s status changes.

    The data can be filtered by Department to view the status details of each agent in a department. Please note that table reports of agent status changes can only be viewed via the Agent filter.

    Chat Volume Report

    The Chat Volume report shows the chat requests and visits occurring on the website, as well as how many chat requests connected to agents.

    Metrics in this report include:

    • Chats
      The total number of chat sessions which occurred (whether initiated by visitors, agents’ manual invitation, or auto-invitations).
    • Chat Acceptance Rate
      A chat request can be missed or refused. Chat Acceptance Rate indicates how many of 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 manually accept or refuse chat requests. 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.
    • Chat Time
      The average time it took an agent to finish a chat.
    • Wait Time
      The average time visitors waited in the queue before they were answered by agents, abandoned the queue, or switched to leaving a message.

    The Chat Volume report can be viewed by Time, by 24/7 Distribution, by Half-Hour distribution, by Campaign, by Department, or by Visitor Segment.

    Offline Message Report

    The offline message report shows the number of messages received from the queue and from the offline message button.

    Metrics in this report include:

    • Messages
      The total number of offline messages left by visitors.
    • From Offline Button
      The total number of offline messages left by visitors when agents are offline.
    • From Chat Queue
      The total number of offline messages left by visitors when they are waiting in queue.
    • From Bot
      The total number of offline messages left during the Bot chats and conversations when visitors chose to switch to an agent or were transferred by Bot to agents via smart triggers when no agents
      were online.

    The Offline Message report can be viewed by time, by 24/7 Distribution, by Half-hour Distribution, by Campaign, by Department or by visitor segment.

    Queue Report

    Chats can be routed to one agent or multiple agents in a Department. When agents or Departments are handling their maximum number of chats, any new chats will enter a queue. The queue report shows all queue data in this scenario.

    Metrics in this report include:

    • Queued Chat Requests
      The number of chat requests that waited in the queue before they were connected to agents, abandoned or switched to offline message.
    • Chats from Queue
      The number of chat requests which waited in the queue but later got connected to agents.
    • Switched to Messages
      The number of chat requests which were switched to offline messages by visitors.
    • Abandoned Chats
      The total number of chat requests abandoned by visitors closing the chat window while waiting in the queue.
    • Refused Chats
      The number of chat requests which were refused by agents.
    • Max Queue Size
      The largest number of chat requests in one queue over a given time range.

    The Queue report can be viewed by time, by 24/7 distribution, by half-hour distribution or by department.

    Wait Time Report

    This report provides more in-depth information on wait time in the queue.

    Metrics in this report include:

    • Wait Time
      The average time visitors waited in the queue before they were answered by agents, abandoned the queue or switched to leaving a message.
    • Wait Time of Missed Chats
      The average time visitors waited in the queue before they abandoned the queue or switched to leaving a message.
    • Max Wait Time
      The longest time length visitors waited in the queue before they were answered by agents, abandoned the queue or switched to leaving a message.
    • Max Wait Time of Missed Chats
      The longest time length visitors waited in the queue before they abandoned the queue or switched to leaving a message.

    The Wait Time report can be viewed by Time, by 24/7 Distribution, by Half-Hour Distribution or by Department.

    Workload Report

    This report shows utilization by comparing time on chats with idle time.

    Metrics in this report include:

    • Linear Chat Time
      The total length of time an agent was 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.
    • The linear chat time of a department is the time length when there is at least one logged-in agent in the department whose status is chatting. The same rule applies to the linear chat time of the live chat team.

    • Idle Time
      This metric refers to the length of time when there was no chat occurring, viewable by agent, department or entire live chat team.
    • Agent Utilization
      This metric shows the percentage of time agents were involved in chats during their logged-in time. The formula to calculate agent utilization is: linear chat time/ logged-in time.
    • Concurrent Chats
      A live chat agent can handle more than one chat at the same time, which is called concurrent chats.

      The formula to calculate average concurrent chats is: total chat time/total logged-in time.

      The formula applies to agent, department and the whole live chat team level. Please note that the logged-in time of a department is when there is at least one agent in the department logged in to the Comm100 Live Chat console. The same rule applies when the logged-in time of the live chat team is calculated.

    • Total Chat Time
      The sum of the length of all chats. The total chat time of an agent, a department or the live chat team can be calculated.
    • Chats
      The total number of chat sessions which occurred (whether initiated by visitors, agents’ manual invitation or auto invitations).

    The workload report can be viewed by time, by 24/7 distribution, by half-hour distribution, by department or by agent.

    Agent Performance

    Agent Performance Report

    This report shows the overall performance of agents.

    Metrics in this report include:

    • Avg. Chat Time
      The average time it took an agent to finish a chat.
    • Avg. Wait Time
      The average time visitors waited before they were answered by agents, abandoned the queue or switched to leaving a message.
    • Chats
      The total number of chat sessions which occurred (whether initiated by visitors, agents’ manual invitation or auto invitations).
    • Total Chat Time
      The sum of the length of all chats. Viewable by agent, department or the live chat team as a whole.
    • Last Message Sent by Agent
      The total number of chats where the last chat message is sent by Agent.

    The Agent Performance report can be viewed by time, by department and by agent.

    Efficiency Report

    This report shows the average response time, wait time and chat time of each agent, department and the whole live chat team.

    Metrics in this report include:

    • Avg. Agent Response Time
      The average amount of time an agent took to respond to a message from visitors.
    • Avg. Wait Time
      The average time visitors waited before they were answered by agents, abandoned the queue or switched to leaving a message.
    • Avg. Chat Time
      The average time it took an agent to finish a chat. The formula to calculate average chat time is: Total chat time/Total chats.
    • Avg. Agents’ Chat Messages
      The average number of messages sent by agents during a chat session.
    • Avg. Visitors’ Chat Messages
      The average number of messages sent by visitors during a chat session.
    • Avg. Canned Messages
      The average number of canned messages sent by agents during a chat session.
    • Last Message Sent by Agent
      The total number of chats where the last chat message is sent by Agent.

    The Efficiency report can be viewed by time, by Department, by 24/7 Distribution, by Half-Hour distribution or by Agent.

    Post-Chat Survey Report

    Besides a general rating score, the post-chat survey can also be used to 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.

    Post-chat survey is a campaign level setting; campaign can be used as a filter to see how the answers to each survey question are distributed under a specific campaign.

    Rating Report

    In Comm100 Live Chat, visitors can rate the chat service they received. This report shows details of visitors’ rating on the chat performance of an agent, a department and the live chat team as a whole within a defined time range.

    Please note that rating is part of the post-chat survey; however, the reports of rating and post-chat survey are different. Rating report shows the statistics on rating score; while Post-Chat Survey report shows the statistics on survey questions which allow 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.

    The rating report can be viewed by time, by Department and by Agent.

    Proactive Chat Strategy

    Auto Invitation Report

    In addition to manual invitations, rules can be defined to automatically invite visitors to chat within each campaign, triggering an invitation when the conditions of the rule are met. Multiple auto invitations under each campaign can be used. The auto invitation report shows the take-up of auto invitations.

    Metrics in this report include:

    • Sent
      The number of auto invitations sent to visitors.
    • Accepted
      The number of auto invitations accepted by visitors.
    • AcceptanceRate
      The percentage of sent invitations accepted by visitors.

    The Auto Invitation report can be viewed by time, by campaign or by invitation. Viewing by invitation shows the total sent times, accepted times and the acceptance rate of each auto invitation. Data can be filtered by Campaign to show data on all auto invitations under each campaign.

    Chat Source Report

    This report shows the number of chats requested by visitors, initiated by agents manually and triggered by predefined auto invitation rules respectively.

    Metrics in this report include:

    • Chats
      The total number of chat sessions which occurred (whether initiated by visitors, agents’ manual invitation or auto invitations).
    • Chats Initiated by Visitors
      The total number of answered chats initiated by visitors.
    • Chats from Manual Invitations
      The total number of chats initiated by agents’ manual invitations and accepted by visitors.
    • Chats from Auto Invitations
      The total number of chats initiated by rule-based auto invitations and accepted by visitors.

    The Chat Source report can be viewed by time, by 24/7 distribution, by half-hour distribution or by department. The request page URL of each chat can also be viewed. The request page refers to the URL of a page where a chat request was initiated. This shows pages which visitors may have the most questions about.

    Manual Invitation Report

    Agents can invite visitors to chat manually in Comm100 Live Chat. This report shows the usage and effectiveness of manual invitations.

    Metrics in this report include:

    • Sent
      The number of invitations manually sent by agents.
    • Accepted
      The number of manual invitations accepted by visitors.
    • AcceptanceRate
      The percentage of accepted invitations versus sent ones.

    The Manual Invitation report can be viewed by time and by agent.

    Feature Utilization

    Canned Message Report

    This report shows how many times and by how many agents each canned message was used within a defined time range.

    Metrics in this report include:

    • Used Times
      The total times a canned message was used within a defined time range.
    • Agents Used It
      The number of agents a canned message was used by within a defined time range.

    All canned messages in the library are displayed in this report. Messages can be filtered by category to see how the canned messages under each category were used.

    Chat Transfer Report

    Chats can be transferred to agents or departments for further troubleshooting or review. When a chat is transferred to another department, all online agents in the destination department will be notified of the transfer.

    A healthy chat transfer ratio indicates that the live chat agents are working effectively and are trained correctly, whereas an elevated chat transfer ratio may indicate issues.

    This report shows utilization by comparing time on chats with idle time.

    Metrics in this report include:

    • Total Transferred Chats
      The total number of chat sessions during which chat transfers between agents or departments took place.
    • Department Transferred Chats
      The total number of chat sessions during which chat transfers between departments took place.
    • Chats
      The total number of chat sessions which occurred (whether initiated by visitors, agents’ manual invitation or auto invitations).

    The Chat Transfer report can be viewed by time and by department.

    Wrap-Up Report

    The Wrap-Up report is further broken down into two parts: Survey report and Completion report.

    Survey Report

    This report shows the percentage of each wrap-up category used by agents.

    Metrics in this report include:

    • Count
      Total times an option has been selected for a wrap-up category.
    • Percentage
      The percentage of an option being selected for the wrap-up category.

    Wrap-up is a campaign level setting; campaign can also be used as a filter to see the categorization of chats under a specific campaign.

    Completion Report

    This report shows the proportion of chats where agents’ wrap-up comments are completed. To calculate the completion rate, the formula is: chats with agents’ wrap-up information/total chats.

    Metrics in this report include:

    • Wrap-ups
      The number of chats that had wrap-up comments.
    • Chats
      The total number of chat sessions established between agents and visitors, including those initiated by visitors, from agents’ manual invitations and from rule-based auto invitations.
    • Completion Rate
      The percentage of chats where agents’ wrap-up comments were completed.

    The completion report can be viewed by Time, by Department and by Agent.

    Cobrowsing Report

    This report shows number and duration of cobrowsing sessions.

    Metrics in this report include:

    • Cobrowsing Requests
      The total number of cobrowsing requests made by agents.
    • Cobrowsing Sessions
      The number of cobrowsing sessions which took place in a given time range.
    • Total Cobrowsing Session Time
      The total duration of cobrowsing sessions.
    • Cobrowsing Session Time
      The average duration of each cobrowsing session.

    The Cobrowsing report can be viewed by time, by hour/day/week/month distribution, by department, by agent or by visitor segment.

    Pre-Chat Survey Report

    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. 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.

    As per the Post-chat survey, Pre-chat survey is also a campaign level setting, allowing different survey questions for different campaigns to be defined. Campaign can also be used as a filter to see the distribution of each survey answer under a specific campaign.

    Conversions

    This report shows all achieved conversions, total conversion value and your live chat conversion rate. You can also compare performance in different time periods, among departments or agents and between conversion actions.

    Metrics in this report include:

    • Conversions
      The total number of conversion actions which occurred on your site. Every conversion that happens after an interaction will be counted.
    • Chats
      The total chats which occurred on your site.
    • Chatted Visitors
      The total number of visitors who chatted with your agents.
    • Converted Visitors
      The total number of visitors who performed defined conversion actions.
    • Converted Chatted Visitors
      The total number of visitors who performed defined conversion actions and also chatted with agents
    • Conv. Rate of Chatted Visitors
      Calculated by Converted Chatted Visitors / Chatted Visitors.
    • Value
      The total value of all conversions performed. The value must be manually assigned to conversions.

    The report also allows you to filter by department, by agent, by conversion action or by conversion list.

    Chatbot Reports

    Chatbot reports allow you to track the performance and service quality of your Chatbot. The reporting suite has six individual reports available: Bot Dashboard, Chats & Conversations report, Answers report, High Confidence Answers report, Rating report and Bot & Agent report.

    Bot Dashboard

    This report shows an overview of your bots performance over the last 7-days.

    Metrics in this report include:

    • Bot Only Chats
      The total number of chats which occurred between visitors and Bot only.
    • %of Bot Only Chats
      The percentage of Bot only chat sessions compared to total chat sessions.
    • Total Time of Bot Only Chats
      The total time of Bot only chat sessions.
    • Chats from Bot to Agent
      The total number of chat sessions which was transferred from Bot to agents.
    • Bot Answers
      The total number of answers Bot sent to visitors. This metric is a sum of all the High Confidence Answers, Possible Answers and No Answers.
    • % of High Confidence Answers
      The percentage of High Confidence Answers compared to the total answers Bot has sent.
    • Rating of Bot Only Chats The average rating score Bot has received from visitors in bot only chat sessions.
    • Chats
      The total number of chat sessions which occurred (whether initiated by visitors, agents’ manual invitation or auto-invitations).
    Chats & Conversation

    This report shows the number of resolved and unresolved Bot chats, social conversations, as well as the total Bot chat time.

    Metrics in this report include:

    • Bot Resolved
      The number of Bot only chats and social conversations that weren’t transferred from bot to agent
    • Bot Unresolved
      The number of Bot only chats and social conversations during which visitors chose to transfer to an agent or were transferred by Bot to agents via smart triggers. This metric is a sum of “Bot Unresolved – Transferred to Online Agent” and “Bot Unresolved – Transferred to Offline Message”.
    • Bot Unresolved – Transferred to Online Agent
      The number of Bot chats and conversations during which visitors chose to switch to transfer to an agent or were transferred by Bot to agent via smart triggers when agents were online.
    • Bot Unresolved – Transferred to Offline Message
      The number of Bot chats and conversations during which visitors chose to switch to transfer to an agent or were transferred by Bot to agent via smart triggers when no agents were online.
    • Bot Chat Time
      The total chat duration of all Bot involved chats, including those transferred to agents.
    • Agent Chat Time
      The total duration of all agent involved chats, including those transferred from the Bot.

    This report can be viewed at account or channel level. And can be filtered by time, by site or by Bot.

    Answers Report

    This report shows the number of High Confidence Answers, Possible Answers and No Answers sent to visitors by the Bot, as well as the percentage of High Confidence Answers. This helps you gain insight into the comprehensiveness of your intent library.

    Metrics in this report include:

    • Answers
      The total answers the Bot sent to visitors. This metric is a sum of all the High Confidence Answers, Possible Answers and No Answers.
    • High Confidence Answers
      The total times when Bot gave a High Confidence Answer to visitors.
    • Possible Answers
      The total times when Bot gave a Possible Answer to visitors
    • No Answer
      The total times when Bot gave No Answer to visitors.
    • % of High Confidence Answer
      The percentage of High Confidence Answers to the number of total answers the Bot has sent.

    Answer Report can be viewed at account or channel level. And also can be filtered by time, by site or by Bot.

    High Confidence Answers Report

    This report shows the number of helpful and not helpful visitor ratings gave to High Confidence Answers sent by Bot. This helps you see the accuracy of your Bot’s answers and gain insight into how to adjust your High Confidence Answer Score.

    Metrics in this report include:

    • High Confidence Answers
      The total times when Bot gave a High Confidence Answer to visitors.
    • Helpful
      The total times when High Confidence Answers rated as “Helpful” by visitors.
    • Not Helpful
      The total times when High Confidence Answers rated as “Not Helpful” by visitors.
    • No Rate
      The total times when High Confidence Answers hadn’t been rated by visitors.

    This report can be viewed by time, by site, by campaign or by Bot.

    Rating Report

    In addition to Helpful/Not Helpful rating on each High Confidence Answer sent by the Bot, visitors can also rate on the whole Bot conversation on a scale from 1 to 5.

    Metrics in this report include:

    • Rating Times
      The number of Bot Resolved chats rated by visitors within the defined time range.
    • Rating Times of Each Score (Score 1 to Score 5)
      The number of Bot Resolved chats that received each score value. The score ranges from 1 to 5.
    • Score
      The average score visitors gave to Bot chats.

    This report can be viewed by time or by Bot.

    Bot & Agent Report

    This report compares Bot and Agent chat performance, in terms of workload, chat efficiency and visitor satisfaction.

    Metrics in this report include:

    • Chats
      Total number of chats handled by Bots or Agents.
    • Chat Time
      The average time it took for Bots or agents to finish a chat.
    • Rating Score
      The average score visitors gave to chats with Bots or agents.
    • Total Chat Time
      The total duration of all Bot or agent chats.

    This report can be viewed by time, by all chats or it can be filtered out chats transferred from Bot to agent to compare pure Bot and agent chats.

    Social / SMS Reports

    The Social / SMS report informs you the status of all conversations generated from your social media / SMS channels and your agent’s performance. The report is broken down into four parts: Real Time report, Volume report, Source Report and Efficiency report.

    Social / SMS Real Time Report

    The Real Time report gives an at-a-glance view of all conversations’ handling status and agent performance. This report keeps you informed in real-time for all conversations generated from your social media / SMS channels.

    This Report is further broken down into two parts: Right Now and Today

    Right now

    Metrics in this report include:

    • Unassigned Conversations
      Total number of conversations that haven’t been assigned to any departments or agents.
    • Open Conversations
      The number of conversations with statuses of New, Pending Internal, Pending External or On-Hold.
    • New Conversations
      The number of conversations that haven’t been replied to yet.
    • Pending Internal Conversations
      The number of conversations that require an internal party’s action.
    • Pending External Conversations
      The number of conversations that are waiting for an external party to reply.
    • On-Hold Conversations
      The number of conversations that agents plan not to reply right now and mark these conversations’ status as On-Hold for further check.
    • Urgent Conversations
      The number of conversations with Urgent priority.
    • High Priority Conversations
      The number of conversations with High priority.
    • Today’s Replied Conversations
      The number of conversations that have been replied to today.
    • Today’s Closed Conversations
      The number of conversations that were closed today.
    Today

    Metrics in this report include:

    • Created Conversations
      The number of conversations that were created today.
    • Closed Conversations
      The number of conversations that were closed today.
    • Replied Conversations
      The number of conversations that have been replied to today.
    • Reopened Conversations
      The number of conversations that were reopened today.
    Volume Report

    The Social / SMS Volume report shows how many conversations occurred on your site within a specific time period.

    Metrics in this report include:

    • Open Conversations
      The number of conversations with statuses of New, Pending Internal, Pending External or On-Hold.
    • Created Conversations
      The number of conversations that were created.
    • Closed Conversations
      The number of conversations that were closed.
    • Replied Conversations
      The number of conversations that were replied to.
    • Reopened Conversations
      The number of conversations that were reopened.

    This report can be viewed by site, by time, by agent, by department or by Social / SMS account.

    Source Report

    The Social / SMS Source report breaks down the numbers of messages or posts from different social networking services and accounts within a specific time period.

    Metrics in this report include:

    • Facebook
      • Facebook Wall Post
        The number of conversations created from Facebook Wall Posts.
      • Facebook Visitor Post
        The number of conversations created from Facebook Visitor Posts.
      • Facebook Message
        The number of conversations created from Facebook Messages.
      • Total
        All conversations created from Facebook Wall Posts, Facebook Visitor Posts and Facebook Messages.
    • Twitter
      • Twitter Tweet
        The number of conversations created from Twitter Tweets.
      • Twitter Direct Message
        The number of conversations created from Twitter Direct Messages.
      • Total
        The number of conversations created from Twitter Tweets and Twitter Direct Messages.
    • WeChat
      • WeChat Message
        The number of conversations created from WeChat Messages.
    • SMS
      • SMS Message (Twilio)
        The number of conversations created from SMS Messages (Twilio).
    • This report can be viewed by site, by time, by agent, by department or by Social / SMS account.

    Efficiency Report

    The Social / SMS Efficiency report shows the agent’s average response time, average first response time and average time to close a conversation.

    Metrics in this report include:

    • Agent Response Time
      The average amount of time it takes for an agent to respond to a social / SMS message.
    • First Response Time
      The average amount of time it takes for an agent to send the first response in a social / SMS conversation.
    • Conversation Time
      The average amount of time it takes an agent to close a social / SMS conversation.
    • Social User Messages
      The average number of messages sent by social / SMS users in a social / SMS conversation.
    • Agent Messages
      The average number of messages sent by agents in a social / SMS conversation.

    Ticket Reports

    The Ticket report allows you to view the distribution of your tickets according to their status, priority source, assignee, department and email account in a given period. Performance-related statistics can also be accessed, helping you better evaluate agent performance, monitor ticket quality and identify areas for improvement.

     

    Ticket Dashboard

    This report gives an at-a-glance view of all Tickets’ status in real-time and an overview of a 7-day Tickets’ handling status.

    Metrics in this report include:

    • New Tickets
      The number of tickets that haven’t been replied to yet.
    • Pending Internal Tickets
      The number of tickets that are waiting for an internal party’s action.
    • Unassigned Tickets
      Total number of tickets that haven’t been assigned to any departments or agents.
    • Replied
      The number of tickets that have been replied to.
    • Closed
      The number of tickets that were closed.
    Ticket Distribution Report

    This report shows a statistical summary of ticket Status, Priority, Source, Assignee, Department and Email Account.

    Metrics in this report include:

    • Date Range
      The selected date or time period of the report.
    • Status
      The status of the ticket. Status options can be defined as: New, Pending Internal, Pending External, On Hold, Closed.
    • Priority
      The priority of the ticket. Priority options can be defined as: Urgent, High, Normal, Low.
    • Source
      Where the ticket came from. For example, email, live chat, help desk, offline message, etc.
    • Assignee
      The agent a ticket is assigned to.
    • Department
      The department a ticket is assigned to.
    • Email Account
      Which email account the ticket was from.
    Ticket Distribution with Date Report

    This report shows a statistical summary of tickets in a given period. Reports can be generated based on Ticket Status, Priority, Source, Assignee, Department, and Email Account.

    Metrics in this report include:

    • Date Range
      The selected date or time period of the report.
    • Status
      The status of the ticket. Status options can be defined as: New, Pending Internal, Pending External, On Hold, Closed.
    • Priority
      The priority of the ticket. Priority options can be defined as: Urgent, High, Normal, Low.
    • Source
      Where the ticket came from. For example, email, live chat, help desk, offline message, etc.
    • Assignee
      The agent a ticket is assigned to.
    • Department
      The department a ticket is assigned to.
    • Email Account
      Which email account the ticket was from.
    Ticket Performance Report

    This report shows the total created tickets, closed tickets, received ticket messages and agent responses in a given period.

    Metrics in this report include:

    • Date Range
      The selected date or time period of the report.
    Agent Performance Report

    This report shows the overall performance of each agent in terms of their average ticket close time, their total responses and the total tickets they created, closed, received and worked on.

    Metrics in this report include:

    • Date Range
      The selected date or time period of the report.
    • Source
      Where the ticket came from. For example, email, live chat, help desk, offline message, etc.
    Department Performance Report

    This report shows the overall performance of each department in terms of their total created tickets, closed tickets, received ticket messages and agent responses.

    Metrics in this report include:

    • Date Range
      The selected date or time period of the report.
    Email Account Performance Report

    This report shows the overall performance of each email account in terms of their total created tickets, closed tickets, received ticket messages and agent response.

    Metrics in this report include:

    • Date Range
      The selected date or time period of the report.
    Auto Follow Up Emails Report

    This report shows the status of each triggered auto follow up email. The triggered auto follow up emails can be searched by their send time, their name, ticket subject and email ID.

    Metrics in this report include:

    • Send Time
      The selected date or time period of the report.
    • Auto Follow Up Name
      The category of auto follow up tickets.
    • Contact Email/Contact Name
      The email address/name of the tickets’ contact.
    • Ticket ID
      The unique ID of the ticket.

    • Ticket Subject
      The subject of the ticket.

    The PDF version of this user guide is also available. You can download it to your local drive for future reference.

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