Solution Sheet

Comm100 Live Chat Reporting System

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Comm100 Live Chat offers a wide variety of reports that help different levels of management gain industry leading insights on the live chat operation in real time and for long-term planning.

The reports can help management:

Make instant adjustments as needed. Real time data regarding chat volume, wait time, queue length, and agent status, etc. are available for you to make adjustments in time sensitive situations.
Optimize staffing and shift schedule. Chat volume, queue, and wait time statistics help you plan staffing and shift schedules in a more reasonable manner.
Evaluate agent performance. Agent availability, workload, and efficiency reports give you a comprehensive understanding of each agent’s performance.
Gauge customer satisfaction. Rating and post-chat survey reports enable you to have a clear picture of how customers feel about your chat service.
Keep improving your live chat strategy. Proactive chat and canned message reports help you see if agents are taking full advantage of the features while pre-chat survey and chat wrap-up reports give you better insights on your visitors and live chat adoption.

Great Granularity and Modern Design

Multiple perspectives and filters to present data interactively per individual business needs.
- At website, department, campaign, or agent level
- By hour, day, week, month, 24/7 distribution, or half hour distribution
Modern, user-friendly charts and user interaction technologies to enhance data presentation.
All reports can be exported to your local drive for purposes of analysis, sharing or backup.

Metrics, Filters, and Perspectives

Categories	Reports	Metrics	Filters	Perspectives
Real Time Insights	Website	Agents in Chat Ongoing chats Current queue length Visitors on site Logged-in agents Chat utilization	N/A	N/A
	Agent	Ongoing chats Max concurrent chats Today’s chats Today’s linear chat time	Site Department	By time By department
	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	By department
Workload and Staffing	Chat Volume	Total chat requests Total chats Missed chats Refused chats Chat acceptance rate Visits	Site Campaign Department Visitor segment	By time By campaign By department By visitor segment By 24/7 or half-hour distribution
	Queue	Queued chat requests Chats from queue The number of visitors who switched to offline messages Abandoned chats Refused chats Max queue size	Site Department	By time By department By 24/7 or half-hour distribution
	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 department By 24/7 or half-hour distribution
	Offline Message	Total Messages The number of messages left from offline button The number of messages left from queue	Site Campaign Department Visitor segment	By time By campaign By department By visitor segment By 24/7 or half-hour distribution
Agent Performance	Availability	For website 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
	Workload	Linear chat time Idle time Agent utilization Avg. concurrent chats Total chat time Total chats	Site Department Agent	By time By department By agent By 24/7 or half-hour distribution
	Efficiency	Avg. agent response time Avg. wait time Avg. chat time Avg. agents’ chat messages Avg. visitors’ chat messages Avg. canned messages	Site Department Agent	By time By department By agent By 24/7 or half-hour distribution
Customer Satisfaction	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 department By agent By 24/7 or half-hour distribution
Customer Satisfaction	Post-Chat Survey	Option Count Percentage	Site Campaign	N/A
Proactive Chat Strategy	Chat Source	Total chats Chats initiated by visitors Chats from auto invitations Chats from manual invitations	Site Department	By time By department By request URL By 24/7 or half-hour distribution
	Manual Invitation	Sent Accepted Acceptance rate	Site Agent	By time By agent
	Auto Invitation	Sent Accepted Acceptance rate	Site Campaign	By time By Campaign By Invitation
Visitor & Chat Categorization	Pre-Chat Survey	Option Count Percentage	Site Campaign	N/A
Visitor & Chat Categorization	Wrap-Up	For Survey report Option Count Percentage For Completion report Wrap-ups Chats Completion rate	For completion report Site Department Agent	For Completion report By site By department By agent
Feature Utilization	Canned Message	Used times Used by how many agents	N/A	N/A
Feature Utilization	Chat Transfer	Total transferred chats Department transferred chats Total chats	Site Department	By time By Department