HELP FILE

Chat Summary Report

This report includes a breakdown of all button clicks (reactive and proactive) and their associated disposition.

Fastpath: report.boldchat.com > New Report > Chat > Chat Summary

Reported data:

Total Clicks
All clicks of the chat button plus all accepted invitations.
Unavailable
All clicks of chat button when no agents are logged in as available.
Blocked
All clicks of chat button by blocked customers.
Abandoned
Customers who are shown the pre-chat survey but fail to complete it.
Unanswered Chats
Number of chats abandoned by customers while waiting for an answer plus chats reaching timeout.
Answered Chats
All chats answered by a live agent.
AMC
Average Message Count for answered chats.
Unanswered Time
Time in queue for unanswered chats.
ASA
Average Speed to Answer for answered chats. Calculates time from chat Started to Answered by a live agent. Time from when the chat started to the time it was answered by the agent.
ACT
Average Chat Time for answered chats. Time from answering a chat until it closes. The time between the first agent answering the chat and the final agent assigned to the chat when it closes, adds up to the ACT calculation for the final agent. It represents the average length of all chats for a given entity (Date, Agent, Country, etc.) measured from time of assignment to end of chat.

If you need to look more closely at chat activity, use the Agent Activity report.

You can group and filter the report several ways in order to see the data from different perspectives.

When grouping by agent, note the following (for chats answered by multiple agents):
  • All actions are reported as if executed by the final agent who answered the chat
  • The Answered value represents the number of chats for which an agent was the final assigned agent
  • The Answer Time of the first live agent handling the chat is counted toward the ASA calculation of the final agent who handled the chat
  • The time between the first live agent answering the chat and the final agent closing the chat adds up to the ACT calculation for the final agent
  • Survey responses are counted for the final agent
Department filters:
  • Department (Agent membership) - Show chats/emails assigned to an agent who belongs to this department
  • Department (First assignment) - Show chats/emails that were assigned to this department before any other
  • Department (Last assignment) - Show chats/emails that have this department as their most recent assignment
  • Department (Any assignment) - Show chats/emails that were assigned to this department at any time
    • The Department (Any assignment) filter does not recognize chats that are assigned to a department but not to a specific agent. This may happen under certain circumstances:
      • When ACD is off and a chat is assigned to a department but not to an agent.
      • When ACD is on and a chat is assigned to an offline department but not to an agent. (Assignment to an offline department can happen manually, due to a rule, or when assignment is made to a department with a queue.)
Note: For Bold360 ai subscribers, the calculation method of certain chat report metrics are effected by conversations with the chatbot as described in Chat reports involving a chatbot.