Chat Summary

Overview

This report provides the details of overall chat and proactive chat summary. This report is available under Live Chat Software for Administrator Account.

Filters

All the data shown for Chat Summary and Proactive Summary Report are with respect to the Department, Language and Date filter

Department

All the defined departments are available as part of this filter. All Live Chat Software Human Agents are mapped to Department.

Date

Select the date range, please note that the date range can’t be more than 1 month..

Language

All supported languages by Live Chat Software are available as part of the filter.


Table - Chat Summary


The above table provides details of the overall chats

Total number of chats that were handled by the BOT or Live Agents.

The chats can be initiated by Customers / Visitors or it could be triggered through Proactive Chat settings

This helps you visualize chats that were transferred to Live Human Agents on Live Chat Software.

  • BOT Transfer Due to Failure
  • BOT Transfer: These are planned transfers with-in conversation
  • Department Transfer: Agent from one department in Live Chat Software transferring the chat to another department

This help you visualize who was handling the chat during the chat close event.

This indicates Chat was closed when the BOT was handling the chat.

This indicates Chat was closed when the Agent was handling the chat using Live Chat Software.

This indicates the chats that were missed by Agents. Missed chats are those chats where there is atleast one visitor / customer reply and the chat is closed before the Agent accepts the chat in Live Chat Software.

This indicates chats which were closed by Customer / Visitor without any interaction. These are mainly proactive chats which are triggered on a specific event. Proactive Triggers can be enabled / disabled using Live Chat Software.

Table - Proactive Chat Summary

All the triggers can be grouped logically. This helps Brands/Businesses logically group triggers and them from analytics perspective.

The name provided to each trigger

Total number of proactive chats initiated for each trigger

This provides information on who has handled the chat. This also provides 2 special states of Missed Chat and Visitor Not Replied.

This indicates Chat was closed when the BOT was handling the chat.

This indicates Chat was closed when the Agent was handling the chat using Live Chat Software.

his indicates the chats that were missed by Agents. Missed chats are those chats where there is atleast one visitor / customer reply and the chat is closed before the Agent accepts the chat in Live Chat Software.

This indicates chats which were closed by Customer / Visitor without any interaction. These are mainly proactive chats which are triggered on a specific event. Proactive Triggers can be enabled / disabled using Live Chat Software.

This provides information on how many proactive chats had visitor replies. This make it one of the important metric to measure effectiveness of the proactive chat.