Features | Analytics
Comm100 Live Chat offers a wide variety of reports that help you evaluate agent performance, manage shifts, monitor chat quality and gauge customer satisfaction for both real time and long-term planning.
Below is a quick glance at what reports are available:
“The analytics that Comm100 offers are unmatched compared to other vendors. Other vendors didn’t get as deeply into real-time analytics and historical data. As an overall package, Comm100 provides everything that our company needs.”
— Jason Lee, Marketing Technologist, Phenomenex
This report keeps you informed of the overall chat handling situation, agent performance, and service efficiency in real time, allowing you to make timely adjustments.
The chat volume report provides the number of visits and chats (including refused and missed chats) on your website within a specific time period. By acquiring the visit chat ratio and the chat acceptance rate, you can monitor how well your live chat channel is being utilized.
The chat source report provides the number of chats initiated by visitors, by agents, or by predefined rules within a specific time period. This helps you gain insight on whether your live chat strategy is working as expected in terms of proactive support.
The queue report provides the number of visitors who waited in the queue, abandoned the queue, switched to message, or were refused by agents within a specific time range. Together with other reports such as wait time, chat volume, and workload, you can gain comprehensive insight on your queue performance.
The wait time report provides details on visitors’ average and longest wait times within a specific time range. You can compare data from the wait time and queue reports to see how wait time affects visitors’ actions when they are waiting in the queue.
The chat transfer report provides a clear picture regarding how many chats were being transferred to another agent or department within a specific period of time. This helps you keep an eye on your chat transfer ratio; if the ratio is too high, your customers’ experiences might be compromised.
The availability report provides data regarding the online time of your live chat team or a specific department, as well as agents’ status change log within a specific time period. You can gain insight on whether the team, a department, or agents are working as scheduled.
The agent performance report provides data regarding agents’ overall performance in terms of chat time and wait time within a specific time period. This helps you gain an overview of how your agents have performed as a whole.
The workload report provides data regarding agents’ chat time and number of chats handled, which helps you assess their work volume within a specific time range. You can compare data from the workload and efficiency reports to gain a comprehensive view of agents’ performance.
The efficiency report provides data regarding the average agent response time and average visitor wait time, which helps you assess agents’ responsiveness when chatting with visitors within a specific time range. You can compare data from the efficiency and workload reports to gain a comprehensive view of agent performance.
The rating report provides details on how visitors rate your chat service within a specific time period, including the number of ratings and the average rating score. This enables you to have a quick view of your customer satisfaction rate.
The post-chat survey report provides insight on how visitors felt about agents’ professionalism, responsiveness, and helpfulness, etc. within a specific time period. This helps you assess customer satisfaction as well as identify areas for improvement.
The pre-chat survey report provides insight on visitor data you collected from pre-chat surveys within a specific time period. This helps you better understand your visitors and be more prepared to offer professional and personalized service.
The wrap-up report provides the categorization details of your chats via the wrap-up survey, as well as the wrap-up completion rate within a specific time period. This helps you keep an eye on the results of your agent wrap-up survey for better chat categorization and management.
The manual invitation report provides the number of invitations sent manually by agents as well as the invitation acceptance rate within a specific time period. This helps you gain insight on whether your agents are taking full advantage of the proactive chat capability.
This report provides details of the number of offline messages visitors left from the queue and from the offline chat button respectively within a specific time period. This helps you keep an eye on whether the current staffing and open hours are sufficient to support your customers.
The canned message report provides you with insight on how many times each canned message has been used within a defined time range. This helps you improve the most frequently used canned messages as well as identify the least popular canned messages for removal.
The conversions 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.
The Co-browsing report provides an overview of the Co-browsing sessions that occurred on your website, including the Co-browsing requests you’ve had, number of Co-browsing sessions and the total/average Co-browsing sessions time, etc. This helps you understand the usage and efficacy of the Co-browsing feature.
The 24/7 distribution report presents your live chat data on a 24/7 basis so that you can easily identify peak days or hours and better manage your shift schedule. In addition, half-hour distribution report is available to offer you greater granularity. Reports with 24/7 or half-hour distribution include chat volume, chat source, queue, wait time, workload, efficiency, and rating.
Comm100 Live Chat reports can be viewed by agent, by department, by campaign, by visitor segment, or at website level. You can see how a specific agent or department performs, and also get an overall picture of the whole team’s performance. In addition, you can assess whether a campaign or visitor segment works as expected.
All reports can be exported to your local drive for purposes of analysis, sharing or backup.
This user guide walks you through Comm100’s reporting system by explaining the report structure and each metric available.
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