HELP FILE

Chat Reports

Name Availability Notes
Chat Summary This report includes a breakdown of all button clicks (reactive and proactive) and their associated disposition: clicks made when your operators were unavailable, clicks by blocked visitors, the number of chats that ended before an operator could answer it (abandoned), chats that went unanswered, and answered chats. The report also includes useful operational data like average message count and average length of chats. You can group and filter the report several ways in order to see the data from different perspectives Average Chat Time (ACT) represents the average length of all chats for a given entity (Date, Operator, Country, etc.) measured from time of assignment to end of chat.
When grouping by Operator, note the following (for chats answered by multiple operators):
  • All actions are reported as if executed by the final operator who answered the chat
  • The Answered value represents the number of chats for which an operator was the final assigned operator
  • The Answer Time of the first operator handling the chat is counted toward the ASA calculation of the final operator who handled the chat
  • The time between the first operator answering the chat and the final operator closing the chat adds up to the ACT calculation for the final operator
  • Survey responses are counted for the final operator

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

Chat Conversion Summary Web only This is the same as the Conversion Summary on the desktop Operator Client.
Chat Conversion Summary Desktop Operator Client only Reports details around total conversions in terms of absolute number as well as conversion amounts. The report also contains a breakdown of the type of conversion - same visit (chat and conversion occurred during the same visit), prior visit, via auto-invites or self-serve (without chat). The data can be grouped in a number of different ways including date, day of the week, hour, operator, custom invite. This is the same as Chat Conversion Summary on the Web Reports page.
ACD Summary Premier, Enterprise Total chats assigned automatically to operators (offered), the number of chats that ended before the agent could answer it (abandoned), and the number of chats taken away from an agent and given to another because the chatter's wait time exceeded your threshold (reassigned), chats that went unanswered and answered. The report also includes useful operational data like average message count, the average duration of chats, and the maximum number of visitors waiting in queue and the maximum wait time for any chat.
Tip: Offered, abandoned, and reassigned chats are counted only once. For example, if the same chat was abandoned by the same operators more than once, it nonetheless shows in the report as one chat.
Missed Opportunity Summary Enterprise Includes data such as the number of visitors who were not invited to chat because no operator was logged in and the number of chat button clicks occurring outside of business hours. It also contains other metrics such as the chats not taken because the queue was full (above defined threshold), abandoned by visitors at the pre-chat form and those ended before an operator could answer.
Canned Message Summary Enterprise Perform Canned Message analysis and clean-up using this report that shows the most frequently used canned messages.
Salesforce Summary Premier, Enterprise Reports the number of Salesforce Contacts and/or Leads pushed (manually or automatically) into Salesforce from a total number of answered chats.
Chat Assignment Report Premier, Enterprise Analyze the flow of chat-work across your organization. Includes data for chats that were assigned by the ACD, re-assigned by the ACD, and/or transferred by another operator.
Tip: Offered, abandoned, and reassigned chats are counted only once. For example, if the same chat was abandoned by the same operators more than once, it nonetheless shows in the report as one chat.
ActiveAssist Chat Summary Web only See the number of chats that included co-browsing/remote control sessions. Reports the number of chats that involved a co-browsing and/or remote control session, including the number of successful/failed connections and key data about the sessions and chats.
Button Availability Enterprise. Web only Gain insight into changes in chat button status and availability. For example: When were your chat buttons available? Did they reach queue limits? When? For how long? Were there times when no operators were available? When were your chat buttons outside operational hours? For a given period, you can view data for specific/all chat buttons in your account, or for specific/all types of status change. Furthermore, when grouped by Website, the report can also take operational hours of a website into account. Data is reported for Enterprise subscribers from date of update to BoldChat 7.91 or for 7.91 users from date of upgrade to Enterprise.
Service-Level Analysis (Answered) See how quickly your organization is answering incoming chats. For all answered chats, the number and percent answered within various amounts of time. The report can be filtered in numerous ways and grouped by date, day of the week, hour, or operator.
Service-Level Analysis (Unanswered) See how long you're keeping would-be chatters waiting until they give up on reaching an agent. For all unanswered chats the number and percent that were unanswered within various amounts of time. The report can be filtered in numerous ways and grouped by date, day of the week, hour, or operator.
Service-Level Analysis (Chat Duration) See how much time your chats are taking from start to finish. For all answered chats, the number and percent that lasted within various amounts of time. The report can be filtered in numerous ways and grouped by date, day of the week, hour, or operator.
Service-Level Analysis (Average Time in Queue) Web only Average Time in Queue answers the following question: How many chats were in the unassigned queue for various amounts of time before being assigned? Each row represents a date, period, or operator. Each column is an amount of time. For a given date, period, or operator, each cell is the number of chats that waited the given amount of time before assignment.
  • Time in queue represents the time from when the visitor initiates a chat request (or submits a chat form) until the chat is assigned to an operator, abandoned, or closed
  • The time when a chat is assigned is not the same as when it is accepted by the operator
  • Results also include closed chats (abandoned, not assigned)
  • The < 2 sec column includes chats that enter the queue and are immediately assigned
  • For chats that are reassigned, time spent in queue is cumulative (each chat is represented only once, but the value in the appropriate time column is the total time spent across all queues)
  • To view time spent in an individual operator's or department's queue for chats that are reassigned, you must filter by operator or department
  • When filtering by operator and grouping by Last Operator, time values represent time in the filtered operator's queue, not the last operator's queue
Operator Survey Get an overview of how satisfied chatters are with the service your operators are providing. Provides an operator by operator view of performance on a variety of key indicators. For a total number of answered chats, the report shows the average speed of answer, average length of those chats, and the number/percent of completed after chat surveys. For completed surveys, the average scores for Responsiveness, Professionalism, Knowledge, and Overall Rating are presented. All actions are reported as if executed by the final operator who answered the chat.
Operator NPS Web only This report provides an operator by operator view of performance on the after-chat survey. For completed surveys, the NPS scores are presented. The Net Promoter Score or NPS® is based on the fundamental perspective that every company's customers can be divided into three categories: Promoters, Passives and Detractors. This report can be filtered allowing different views of data. See About NPS Reports for details. All actions are reported as if executed by the final operator who answered the chat. NPS values are for those operators who handled chats last.
Operator Activity Premier, Enterprise Get an overview of the chat volume handled by your operators. For a total number of chats offered, see the number and percent that were answered vs. missed. A missed chat occurs either because the operator did not answer the chat before exceeding a wait-time threshold or because the visitor abandoned the chat. The report also shows the average speed of answer, average duration of answered chats, the average message count, and the average amount of time it took the operator to respond after the visitor submitted a message (average response time). The report can be grouped and filtered in several ways.
Note: The value of Chats Offered increases each time a chat is assigned. A single chat can be assigned multiple times; the value of Chats Offered is not necessarily the same as the actual number of chats.

Data is reported per assignment.
Average Chat Time (ACT) represents the average length of all chats by a given operator, measured from time of assignment to end of chat.

Operator Productivity Premier, Enterprise Get an overview of how busy your chat operators are. Provides an operator by operator overview of their time spent chatting. For a given date range, the report shows how many hours and minutes the operator was available for chats, how much time they spent engaged in chats, how much time they spent idle, and a utilization calculation. The report also provides the amount of time spent handling concurrent chats, the operator's average response time, the number of chats they took per hour, and the maximum and average number of simultaneous chats.
Operator Custom Survey Provides an operator by operator view of performance on the default post-chat and custom pre/post-chat survey fields. For completed surveys, the raw scores for each custom field are presented and open ended comments are also included.
Operator Custom Wrap-Up Web only Reports the data submitted by operators on the Custom Wrap-Up form. Data is shown per operator and can be filtered.