This guide, as structured below, is designed to walk you through the reports available by explaining the report structure and each metric available.
The PDF version of this user guide is also available. You can download it to your local drive for future reference.
Optimizing performance of your live chat system begins through understanding the quality of your current service.
Comm100 Live Chat provides 19 reports which focus on the data and metrics which matter most to your chat quality, agent performance and visitor satisfaction, 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.
Shows the real-time live chat data and an overview of today’s chat performance.
Shows the volume of accepted, missed and refused chats.
Shows details of how chat requests were initiated (by visitors, from manual invitation or from auto invitation).
Shows visitor actions while waiting in the queue (waiting to be served, abandoning the queue, or leaving messages).
Shows how long visitors waited in the queue before they got answered or decided to abandon the queue.
Shows how many chats were being transferred to another agent or department.
Show agents’ online time and different agent statuses used.
Shows the overall performance of agents in terms of workload, efficiency.
Note: This report is only available in the Team and Business editions. The following Workload Report and Efficiency Report are the replacement for this in Enterprise edition.
Shows the volume of agents’ work (chat volume, time in chatting, and concurrent chats, etc.)
Shows agent responsiveness to visitor chat requests and chat messages.
Shows how visitors rated agents’ service through the post-chat survey.
Shows detailed statistics on post-chat survey questions, which provides insight on visitor satisfaction.
Shows the statistics of pre-chat survey questions, which offers basic information about your user base.
Shows categorizations of chats and the wrap-up completion rate.
Shows the usage of manual invitations sent by agents as well as acceptance rate of these invites.
Shows the total trigger times of auto invitations as well as acceptance rate of these invites.
Shows source details of offline messages: from the offline message window, or from the queue.
Shows the usage of canned messages.
Shows the performance and visitor satisfaction of your chatbot.
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.
By default, reports show data from the last 30 days. Different time ranges can be selected to view data over different periods.
All reports are presented in both chart and table formats except for the Canned Message report 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.
Reports can be viewed from multiple perspectives, including by time, by department, by agent, by campaign and by visitor segment. Departments or agents can also be compared to view differences in performance.
By default, all history reports show data displayed over a particular time range.
Data can be filtered by site on all reports. On others, filtering by department, by agent, by campaign or by visitor segment is also available.
Shows the data of the live chat team as a whole.
Shows the data of a selected department.
Shows the data of a selected agent.
Shows the data of a selected campaign (for different chat settings across different websites or website sections.)
Shows the data of a selected visitor segment. Custom segments can be used to view customers by different criteria.
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 (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.
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.
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.
Reports data can be exported to a local drive for further analysis, sharing, or backup.
This table shows the metrics, filters and perspectives under each report.
| Reports | Metrics | Filters | Perspectives |
|---|---|---|---|
| Real Time – Website |
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N/A | N/A |
| Real Time – Agent |
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| Real Time – Queue |
|
N/A | N/A |
| Chat Volume |
|
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| Chat Source |
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| Queue |
|
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| Wait Time |
|
|
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| Chat Transfer |
|
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| Availability |
|
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| Agent Performance |
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| Workload |
|
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| Efficiency |
|
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| Rating |
|
|
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| Post-Chat Survey |
|
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N/A |
| Pre-Chat Survey |
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N/A |
| Wrap-Up |
|
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| Manual Invitation |
|
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| Auto Invitation |
|
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| Offline Message |
|
|
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| Canned Message |
|
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N/A |
| Chatbot |
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The Real Time report gives an at-a-glance view of the chats and visits on a Website, performance of Agents and the visitors and wait time in the Queue.
This report is further broken down into two parts: Right Now and Today.
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:
The number of agents who are chatting with customers.
The number of chats currently occurring.
The total chats currently occurring between visitors and agents.
The total chats currently occurring between visitors and your chatbot.
The number of visitors waiting in the queue.
The number of visitors currently on the website.
The number of agents who are logged in.
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.
The number of chats each agent is handling.
This section shows the data of the current day so far.
Metrics in this section include:
Shows an overview of how many chats have been requested, answered, missed, abandoned or switched to offline messages.
The total number of chat requests initiated on the website (whether initiated by visitors, agents’ manual invitations, or auto invitations)
The total number of chat sessions which have occurred (whether initiated by visitors, agents’ manual invitation, or auto-invitations).
The percentage of how many chat requests have been accepted by agents.
The total number of chat requests abandoned by visitors closing the chat window while waiting.
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.
The number of chat requests missed by agents. This metric is the sum of Abandoned Chats and Switched to Offline Messages.
Shows an overview of your chatbot performance.
The total number of chats which occurred between visitors and Chatbot only.
The percentage of Chatbot Only Chats versus total chats.
The total number of chat sessions during which visitors have chosen to switch to chat with agents.
The total answers Chatbot has sent to visitors. This metric is a sum of all the High Confidence Answers, Possible Answers, and No Answers.
The total times when Chatbot has given a High Confidence Answer to visitors.
The percentage of High Confidence Answers versus total answers Chatbot has sent.
Shows an overview of the chat efficiency in the day so far.
The average time visitors have waited before they are answered by agents, abandon the queue, or switch to leaving a message.
The average time it took an agent to finish a chat.
The average time it took an agent to respond to a chat message from visitors.
The total number of both manual and automatic chat invitations accepted by visitors.
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.
The total number of chat sessions in which chat transferred between departments took place.
The total number of chat sessions during which chat transferred between agents or departments took place.
Shows an overview of the average chat performance of agents.
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.
The percentage of time agents have been involved in chats during their logged-in time.
The average rating score agents have received from visitors.
Custom live chat performance metrics can be added. For example, if there are wrap-up categories for Inquiry,
An overview of each agent’s workload in real time and today.
Metrics in this report include:
Shows the number of chats currently taking place versus the maximum number of concurrent chats for each agent.
The number of chats each agent has handled throughout the day.
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.
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.
This part of the report shows 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:
Number of total ongoing chats versus maximum concurrent chats (of all available agents in the queue). This can be viewed by department or agent.
The average length of time visitors waited in the queue during the last 30 minutes.
The average length of time visitors waited in the queue during the last hour.
The number of chat requests abandoned by visitors closing the chat window while they were waiting in the queue during the 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.
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.
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:
The total number of chat sessions which occurred (whether initiated by visitors, agents’ manual invitation, or auto-invitations).
A chat request can be missed or refused. Chat Acceptance Rate indicates how many of chat requests were successfully connected to agents.
The total number of chat requests missed by agents. The number of missed chats is the sum of abandoned chats and offline messages from queue.
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.
The total number of chat requests initiated on the website (whether initiated by visitors, agents’ manual invitations, or auto invitations)
The total number of visits.
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.
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:
The total number of chat sessions which occurred (whether initiated by visitors, agents’ manual invitation, or auto-invitations).
The total number of answered chats initiated by visitors.
The total number of chats initiated by agents’ manual invitations and accepted by visitors.
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.
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:
The number of chat requests that waited in the queue before they were connected to agents, abandoned or switched to offline message.
The number of chat requests which waited in the queue but later got connected to agents.
The number of chat requests which were switched to offline messages by visitors.
The total number of chat requests abandoned by visitors closing the chat window while waiting.
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.
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.
This report provides more in-depth information on wait time in the queue.
Metrics in this report include:
The average time visitors waited in the queue before they were answered by agents, abandoned the queue, or switched to leaving a message.
The average time visitors waited in the queue before they abandoned the queue or switched to leaving a message.
The longest time length visitors waited in the queue before they were answered by agents, abandoned the queue, or switched to leaving a message.
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.
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.
Metrics in this report include:
The total number of chat sessions during which chat transfers between agents or departments took place.
The total number of chat sessions during which chat transfers between departments took place.
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.
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:
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.
This show, at agent level, the sum of online time and away time.
This shows, at agent level, the sum of any away time.
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.
This report shows overall performance of agents.
Metrics in this report include:
The average time it took an agent to finish a chat.
The average time visitors waited before they were answered by agents, abandoned the queue, or switched to leaving a message.
The total number of chat sessions which occurred (whether initiated by visitors, agents’ manual invitation, or auto invitations).
The sum of the length of all chats. Viewable by agent, department, or the live chat team as a whole.
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.
This report shows utilization through comparing time on chats with idle time.
Metrics in this report include:
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.
This metric refers to the length of time when there was no chat occurring, viewable by agent, department or entire live chat team.
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.
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 logged-in time of the live chat team is calculated.
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
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.
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:
The average amount of time an agent took to respond to a message from visitors.
The average time visitors waited before they were answered by agents, abandoned the queue, or switched to leaving a message.
The average time it took an agent to finish a chat. The formula to calculate average chat time is: Total chat time/Total chats.
The average number of messages sent by agents during a chat session.
The average number of messages sent by visitors during a chat session.
The average number of canned messages sent by agents during a chat session.
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.
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 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:
The total number of chats rated in the defined time range.
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.
The average score visitors rated on agents’ chat performance.
The rating report can be viewed by time, by department, and by agent.
Besides a general rating score, 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:
Total times an option has been selected for a post-chat survey.
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.
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 reports 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:
Total times an option has been selected for a pre-chat survey question.
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.
The Wrap-Up report is further broken down into two parts: Survey report and Completion report.
This report shows the percentage of each wrap-up category used by agents.
Metrics in this report include:
Total times an option has been selected for a wrap-up category.
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.
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:
The number of the chats that had wrap-up comments.
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.
The percentage of chats where agents’ wrap-up comments were completed.
The completion report can be viewed by time, by department, and by agent.
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:
The number of invitations manually sent by agents.
The number of manual invitations accepted by visitors.
The Manual Invitation report can be viewed by time and by agent.
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:
The number of auto invitations sent to visitors.
The number of auto invitations accepted by visitors.
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.
The offline message report shows the number of messages received from the queue and from the offline message button.
Metrics in this report include:
The total number of offline messages left by visitors.
The total number of offline messages left by visitors when agents are offline.
The total number of offline messages left by visitors when they are waiting in queue.
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.
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:
The total times a canned message was used within a defined time range.
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.
The Chatbot report shows the performance and visitor satisfaction of your Chatbot. The report is broken down into three parts: Chats report, Answers report and High Confidence Answers report.
This report shows the number of chats taken by Chatbot.
Metrics in this report include:
The total number of chat sessions which occurred (whether initiated by visitors, agents’ manual invitation, or auto-invitations).
The total number of chats which occurred between visitors and Chatbot only.
The total number of chat sessions during which visitors chose to switch to chat with agents.
The total number of chats which occurred between visitors and agents only.
Chat report can be viewed by time.
This report shows the number of accurate and possible answers Chatbot returned.
Metrics in this report include:
The total answers Chatbot sent to visitors. This metric is a sum of all the High Confidence Answers, Possible Answers, and No Answers.
The total times when Chatbot gave a High Confidence Answer to visitors.
The total times when Chatbot gave a Possible Answer to visitors
The total times when Chatbot gave No Answer to visitors.
The percentage of High Confidence Answers to the total answers Chatbot has sent.
Answer Report can be viewed by time.
This report shows the number of helpful and not helpful visitor ratings on Chatbot.
Metrics in this report include:
The total times when Chatbot gave a High Confidence Answer to visitors.
The total number of High Confidence Answers rated as “helpful”.
The total number of High Confidence Answers rated as “not helpful”.
The total number of High Confidence Answers that were not rated.
High Confidence Answer report can be viewed by time.
