[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
- Report Metrics
- Real Time Report
- Chat Volume Report
- Chat Source Report
- Queue Report
- Wait Time Report
- Chat Transfer Report
- Availability Report
- Agent Performance Report
- Workload Report
- Cobrowsing Report
- Efficiency Report
- Rating Report
- Post-Chat Survey Report
- Pre-Chat Survey Report
- Wrap-Up Report
- Manual Invitation Report
- Auto Invitation Report
- Offline Message Report
- Canned Message Report
- Chatbot Report
The PDF version of this user guide is also available. You can download it to your local drive for future reference.
Introduction
Optimizing performance of your live chat system begins through understanding the quality of your current service.
- Is your live chat team properly staffed?
- What are the reasons visitors are contacting your live chat team?
- How responsive is your team? Are customers waiting long to get their chat requests answered?
- Are your visitors satisfied? How do they rate your chat service?
- Which agent/department performs the best and which the worst? Why?
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.
Report Overview
- Real Time Report
Shows the real-time live chat data and an overview of today’s chat performance.
- Chat Volume Report
Shows the volume of accepted, missed and refused chats.
- Chat Source Report
Shows details of how chat requests were initiated (by visitors, from manual invitation or from auto invitation).
- 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 got answered or decided to abandon the queue.
- Chat Transfer Report
Shows how many chats were being transferred to another agent or department.
- Availability Report
Show agents’ online time and different agent statuses used.
- Agent Performance Report
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.
- Workload Report
Shows the volume of agents’ work (chat volume, time in chatting, and concurrent chats, etc.)
- Cobrowsing Report
Shows the number of cobrowsing requests/sessions, total & average duration of the sessions.
- Efficiency Report
Shows agent responsiveness to visitor chat requests and chat messages.
- Rating Report
Shows how visitors rated agents’ service through the post-chat survey.
- Post-Chat Survey Report
Shows detailed statistics on post-chat survey questions, which provides insight on visitor satisfaction.
- Pre-Chat Survey Report
Shows the statistics of pre-chat survey questions, which offers basic information about your user base.
- Wrap-Up Report
Shows categorizations of chats and the wrap-up completion rate.
- Manual Invitation Report
Shows the usage of manual invitations sent by agents as well as acceptance rate of these invites.
- Auto Invitation Report
Shows the total trigger times of auto invitations as well as acceptance rate of these invites.
- Offline Message Report
Shows source details of offline messages: from the offline message window, or from the queue.
- Canned Message Report
Shows the usage of canned messages.
- Chatbot Report
Shows the performance and visitor satisfaction of your chatbot.
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.
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Time Range
By default, reports show data from the last 30 days. Different time ranges can be selected to view data over different periods.
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Charts and Tables
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.
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Multiple Perspectives and Different Levels of Granularity
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.
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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 or by visitor segment 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 different criteria.
- By Site
- 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 (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.
- Filters
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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.
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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
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Real Time Insight |
Real Time -Website |
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N/A |
N/A |
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Real Time – Agent |
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N/A |
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Real Time -Queue |
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N/A |
N/A |
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Workload & Staffing |
Availability |
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Chat Volume |
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Offline Message |
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Queue |
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Wait Time |
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Workload |
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Agent Performance |
Agent Performance |
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Chat Transfer |
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Efficiency |
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Post-Chat Survey |
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· By Time |
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Rating |
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Proactive Chat Strategy |
Auto Invitation |
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Chat Source |
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Manual Invitation |
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Feature Utilization |
Canned Message |
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Chat Transfer |
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Wrap-Up |
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Cobrowsing |
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Pre-Chat Survey |
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Conversions |
Conversions |
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Real Time Report
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.
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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 Chatbot
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.
- Agents in Chat
- 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.
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Chat Requests
The total number of chat requests initiated on the website (whether initiated by visitors, agents’ manual invitations, or auto invitations)
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Chats
The total number of chat sessions which have occurred (whether initiated by visitors, agents’ manual invitation, or auto-invitations).
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Chat Acceptance Rate
The percentage of how many chat requests have been accepted by agents.
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Abandoned Chats
The total number of chat requests abandoned by visitors closing the chat window while waiting.
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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.
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Missed Chats
The number of chat requests missed by agents. This metric is the sum of Abandoned Chats and Switched to Offline Messages.
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Chat Requests
- Today’s Chatbot
Shows an overview of your chatbot performance.
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Chatbot Only Chats
The total number of chats which occurred between visitors and Chatbot only.
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% of Chatbot Only Chats
The percentage of Chatbot Only Chats versus total chats.
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Chats from Chatbot to Agent
The total number of chat sessions during which visitors have chosen to switch to chat with agents.
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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.
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High Confidence Answers
The total times when Chatbot has given a High Confidence Answer to visitors.
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% of High Confidence Answers
The percentage of High Confidence Answers versus total answers Chatbot has sent.
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Chatbot Only Chats
- Today’s Service Efficiency
Shows an overview of the chat efficiency in the day so far.
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Avg. Wait Time
The average time visitors have waited before they are answered by agents, abandon the queue, or switch to leaving a message.
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Avg. Chat Time
The average time it took an agent to finish a chat.
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Avg. Agent Response Time
The average time it took an agent to respond to a chat message from visitors.
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Accepted Invitations
The total number of both manual and automatic chat invitations accepted by visitors.
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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.
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Department Transferred Chats
The total number of chat sessions in which chat transferred between departments took place.
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Total Transferred Chats
The total number of chat sessions during which chat transferred between agents or departments took place.
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Avg. Wait Time
- Today’s Agent Performance
Shows an overview of the average chat performance of agents.
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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.
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Agent utilization
The percentage of time agents have been involved in chats during their logged-in time.
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Avg. Score
The average rating score agents have received from visitors.
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Unique Chat Rate
- 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.
- Today’s Chat Overview
- Right Now
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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.
- Ongoing Chats/Maximum Concurrent Chats
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Queue
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:
- Ongoing Chats/Max Concurrent Chats
Number of total ongoing chats versus maximum concurrent chats (of all available agents in the queue). This can be viewed by department or agent.
- Avg. Wait Time in Last 30 Minutes
The average length of time visitors waited in the queue during the last 30 minutes.
- Avg. 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.
- Ongoing Chats/Max Concurrent Chats
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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 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.
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.
- Chats
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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.
- Chats
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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.
- 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.
- 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.
- Queued Chat Requests
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Wait Time Report
This report provides more in-depth information on wait time in the queue.
Metrics in this report include:
- Avg. 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.
- Avg. 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.
- Avg. Wait Time
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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.
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.
- Total Transferred Chats
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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.
- Online Time
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Agent Performance Report
This report shows 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.
- Avg. Chat Time
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Workload Report
This report shows utilization through 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.
- Avg. 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 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.
- Linear Chat Time
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Cobrowsing Report
This report shows number and duration of cobrowsing sessions.
Metrics in this report include:
- Cobrowsing Requests
The total number of co-browsing request by the agents.
- Cobrowsing Sessions
This metric refers to the number of corbrowsing session took place in a given time range.
- Total Cobrowsing Session Time
Total duration of the cobrowsing sessions.
- Avg. Cobrowsing Session Time
Average duration of each of the cobrowsing session.
The Cobrowsing report can be viewed by time, by hour/day/week/month distribution, by department, by agent or by visitor segment.
- Cobrowsing Requests
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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.
- Avg. Agent Response Time
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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 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.
- Rating Times
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Post-Chat Survey Report
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:
- 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.
- Count
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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 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:
- 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.
- Count
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Wrap-Up Report
The Wrap-Up report is further broken down into two parts: Survey report and Completion report.
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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.
- Count
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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 the 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.
- Wrap-ups
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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.
- Acceptance Rate
The Manual Invitation report can be viewed by time and by agent.
- Sent
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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.
- Acceptance Rate
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.
- Sent
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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.
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.
- Messages
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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.
- Used Times
