Whitepaper

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


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