Get the latest live chat benchmark data broken down by team size & industry

Read more
Comm100 Reports
Introduction

Optimizing the performance of your Live Chat, Chatbot, Ticketing & Messaging Channels begins through understanding the quality of your current service. Questions you might want to answer include:

  • Is your live chat team properly staffed?
  • Why are visitors contacting your live chat team?
  • How responsive is your team? How long are customers left waiting?
  • Are your visitors satisfied? How do they rate your chat service?
  • Which agent/department performs the best and which is the worst? Why?
  • Is your Chatbot performing as well as expected? How do your customers like it?
  • How well are your Ticketing & Messaging channels being handled?
  • What is the distribution of your tickets? Are you meeting SLAs?

Comm100 provides robust reports which focus on the data and metrics that matter most to your chat quality, agent performance, visitor satisfaction, Chatbot performance, Ticketing & Messaging performance so that you can make informed decisions for improvement. This user guide walks you through the reports available by explaining the report structure and each metric available.

Live Chat Reports

Real-Time 


Real-Time Report shows real-time live chat data and an overview of today’s chat performance.

Real-Time (Website)


This report is further broken down into two parts: Right Now and Today.


Right Now

This section is a real-time dashboard where the current number of chats, visits, available agents, and queue length can be checked.

Metrics in this section include:

Agents in Chat
The number of agents who are chatting with customers.
Ongoing Chats
The number of chats currently occurring.
Ongoing Chats with Agents
The total chats currently occurring between visitors and agents.
Ongoing Chats with Bot
The total chats currently occurring between visitors and your chatbot.
Current Queue Length
The number of visitors waiting in the queue.
Visitors on Site
The number of visitors currently on the website.
Logged-In Agents
The number of agents who are logged in.
Chat Utilization
The percentage of total ongoing chats (of all online agents) to the sum of maximum concurrent chats of all online agents. This metric indicates the accessibility of the live chat team.

Today

This section shows the data of the current day so far.

Metrics in this section include:


Chat Overview 

Shows an overview of how many chats have been requested, answered, missed, abandoned, or switched to offline messages

Chat Requests
The total number of chat requests initiated on the website (whether initiated by visitors, agents’ manual invitations, or auto invitations)
ChatsThe total number of chat sessions which have occurred (whether initiated by visitors, agents’ manual invitation, or auto-invitations).
Chat Acceptance Rate
The percentage of how many chat requests have been accepted by agents.
Abandoned Chats
The total number of chat requests abandoned by visitors closing the chat window while waiting.
Switched to Messages
Visitors can choose to leave offline messages if they do not wish to continue waiting. This metric shows the total number of chat requests switched to offline messages by visitors.
Missed Chats
The number of chat requests missed by agents. This metric is the sum of Abandoned Chats and Switched to Offline Messages.


Chatbot

Shows an overview of your chatbot performance.
Chatbot Only ChatsThe total number of chats that occurred between visitors and Chatbot only.
% of Chatbot Only ChatsThe percentage of Chatbot Only Chats versus total chats.
Chats from Chatbot to AgentThe total number of chat sessions during which visitors have chosen to switch to chat with agents.
AnswersThe total answers Chatbot has sent to visitors. This metric is a sum of all the High Confidence Answers, Possible Answers, and No Answers.
High Confidence AnswersThe total times when Chatbot has given a High Confidence Answer to visitors.
% of High Confidence AnswersThe percentage of High Confidence Answers versus total answers Chatbot has sent.

Service Efficiency

Shows an overview of the chat efficiency in the day so far.

Avg. Wait Time
The average wait time of waited chats (including waited chats that were answered, abandoned or rejected by agents; or switched to offline messages) equals to total wait time divided by the number of waited chats.
Avg. Chat Time
The average time it took for an agent to finish a chat.
Avg. Agent Response Time
The average time it took for an agent to respond to a chat message from visitors.
Accepted Invitations
The total number of both manual and automatic chat invitations accepted by visitors.
Service Accessibility Rate
How accessible the live chat team is, i.e., the chance that a visitor’s request is answered by an agent. Service accessibility rate is calculated by (Chats Switched to messages)/ Chat Requests.
Inter-department Transferred Chats
The total number of chat sessions in which chat transferred between departments took place.
Total Transferred Chats
The total number of chat sessions during which chat transferred between agents or departments took place.


Agent Performance

Shows an overview of the average chat performance of agents.

Unique Chat Rate
A visitor may chat with an agent multiple times. This is identified as repeat chats. When calculating the unique chat rate, all chats with the same visitor will be counted as one chat.
Unique Chat Rate is calculated by (Chats – Repeat Chats) / Chats.
Agent utilization
The percentage of time agents have been involved in chats during their logged-in time.
Avg. Score
The average rating score agents have received from visitors.


Real-Time (Agent)


An overview of each agent’s workload in real-time and today.

Metrics in this report include:

Ongoing Chats/Maximum Concurrent Chats
Shows the number of chats currently taking place versus the maximum number of concurrent chats for each agent.
Today’s Chats
The number of chats each agent has handled throughout the day.
Today’s Linear Chat Time
The total length of time an agent has been involved in at least one chat. Where multiple chats overlap, these individual chat times are not added together, so this statistic shows chat times over a linear time period.
Today's Agent Status Breakdown
Shows the distribution of an agent's status from 12:00 A.M. to the present time.

Different colors are used to indicate different statuses.


Real-Time (Queue)


This part of the report shows the current queue length and visitors’ wait time. Where different routing rules are set up, resulting in multiple queues, statistics for each can be viewed.

Metrics in this report include:

Ongoing Chats/Max Concurrent ChatsTotal ongoing chats versus maximum concurrent chats (of all available agents in the queue). Department or Agent can view this.
Avg. Wait Time in Last 30 Minutes
The average length of time visitors waited in the queue during the last 30 minutes.
Avg. Wait Time in Last Hour
The average length of time visitors waited in the queue during the last hour.
Abandoned Chats in Last 30 Minutes
The number of chat requests abandoned by visitors closing the chat window while they were waiting in the queue during the last 30 minutes.
Switched to Offline Messages in Last 30 Minutes
Visitors can choose to leave offline messages if they do not wish to continue waiting in the queue. This metric shows the number of chat requests that were switched to offline messages by visitors during the last 30 minutes.
Current Queue Length (with dynamic visual effects)The number of visitors waiting in the queue at the moment. Visitors are grouped based on the time they have waited, and different colors are used to indicate different groups, showing queue status at a glance.

 

Workload and Staffing


Chat Volume ReportShows the volume of accepted, missed, and refused chats.
Offline Message ReportShows source details of offline messages: either from the offline message window or from the queue.
Queue ReportShows visitor actions while waiting in the queue: waiting to be served, abandoning the queue, or leaving messages.
Wait Time ReportShows how long visitors waited in the queue before they were answered or decided to abandon the queue.
Workload ReportShows the volume of agents’ work (chat volume, time in chats, concurrent chats, etc.)


Chat Volume 


The Chat Volume report shows the chat requests and visits occurring on the website and how many chat requests are connected to agents.

Metrics in this report include:

ChatsThe total number of chat sessions occurred (whether initiated by visitors, agents’ manual invitations, or auto-invitations).
Chat Acceptance Rate
A chat request can be missed or refused. Chat Acceptance Rate indicates how many chat requests were successfully connected to agents.
Bot to Agent Chat Acceptance RateThe chat acceptance rate for chats that are initiated with the bot and transferred to a human agent.
Missed Chats
The total number of chat requests missed by agents. The number of missed chats is the sum of abandoned chats and offline messages from the queue.
Refused Chats
If Auto Allocation is not enabled, agents need to accept or refuse chat requests manually. This metric shows the number of chat requests rejected by agents within a defined time range.
Chat Requests
The total number of chat requests initiated on the website (whether initiated by visitors, agents’ manual invitations, or auto invitations).
Visits
The total number of visits. A visit session refers to a visit made to a website within a given time frame by a single user, from the status of In Site to Out of Site.
Avg. Chat Time
The average time it took an agent to finish a chat.
Avg. Wait Time
The average wait time of waited chats (including waited chats that were answered, abandoned or rejected by agents; or switched to offline messages) equals to total wait time divided by the number of waited chats.

The Chat Volume report can be viewed by Time, by 24/7 Distribution, by Half-Hour distribution, by Campaign, by Department, or by Visitor Segment.


Offline Message 


The Offline Message report shows the number of messages received from the queue and the offline message button.

Metrics in this report include:

MessagesThe total number of offline messages left by visitors.
Offline Messages from Offline Button
The total number of offline messages left by visitors when agents are offline.
Offline Messages from Chat Queue
The total number of offline messages left by visitors when they are waiting in the queue.
Offline Messages from Chatbot
The total number of offline messages left during the Chatbot chats and conversations when visitors chose to switch to an agent or were transferred by Chatbot to agents via smart triggers when no agents were online.


The Offline Message report can be viewed by time, by 24/7 Distribution, by Half-hour Distribution, by Campaign, by Department, or by visitor segment.


Queue 


Chats can be routed to one agent or multiple agents in a Department. When agents or Departments handle their maximum number of chats, any new chats will enter a queue. The queue report shows all queue data in this scenario.

Metrics in this report include:

Queued Chat Requests
The number of chat requests that waited in the queue before they were connected to agents, abandoned, or switched to offline messages.
Chats from Queue
The number of chat requests waited in the queue but later got connected to agents.
Switched to Offline Messages
The number of chat requests which were switched to offline messages by visitors.
Abandoned Chats
The total number of chat requests abandoned by visitors closing the chat window while waiting in the queue.
Refused Chats
The number of chat requests that agents refused.
Max Queue Size
The largest number of chat requests in one queue over a given time range.

The Queue report can be viewed by time, by 24/7 distribution, by half-hour distribution, or by the department.


Wait Time 


This report provides more in-depth information on wait time in the queue.

Metrics in this report include:

Avg. Wait TimeThe average wait time of waited chats (including waited chats that were answered, abandoned or rejected by agents; or switched to offline messages) equals to total wait time divided by the number of waited chats.
Avg. Wait Time of Missed ChatsThe average time visitors waited in the queue before they abandoned the queue or switched to leaving a message.
Max. Wait TimeThe longest time length visitors waited in the queue before agents answered them, abandoned the queue, or switched to leaving a message.
Max. Wait Time of Missed ChatsThe longest time length visitors waited in the queue before they abandoned the queue or switched to leaving a message.
Overall Avg. Waiting TimeThe average wait time of all chats (including chats that were answered, abandoned or rejected by agents; or switched to the offline messages) equals to total wait time divided by the number of all chats.

The Wait Time report can be viewed by Time, by 24/7 Distribution, by Half-Hour Distribution, or by Department.


Workload 


This report shows utilization by comparing time on chats with idle time.

Metrics in this report include:

Linear Chat Time
The total length of time an agent was involved in at least one chat. Where multiple chats overlap, these individual chat times are not added together, so this statistic shows chat times over a linear time period.

The linear chat time of a department is the time length when there is at least one logged-in agent in the department whose status is chatting. The same rule applies to the linear chat time of the live chat team.

Idle Time
This metric refers to the length of time when there was no chat occurring, viewable by agent, department, or entire live chat team.
Agent Utilization
This metric shows the percentage of time agents were involved in chats during their logged-in time. The formula to calculate agent utilization is linear chat time/ logged-in time.
Avg. Concurrent Chats
A live chat agent can handle more than one chat simultaneously, which is called concurrent chats.

The formula to calculate average concurrent chats is total chat time/total logged-in time.

The formula applies to the agent, department, and the whole live chat team level. Please note that the department's logged-in time is when there is at least one agent in the department logged in to the Comm100 Live Chat console. The same rule applies when the logged-in time of the live chat team is calculated.

Total Chat Time
The sum of the length of all chats. The total chat time of an agent, a department, or the live chat team can be calculated
ChatsThe total number of chat sessions occurred (whether initiated by visitors, agents’ manual invitations, or auto invitations).

The workload report can be viewed by time, by 24/7 distribution, by half-hour distribution, by the department, or by the agent.


Agent Performance


Agent Performance ReportShows the overall performance of agents in terms of workload, efficiency.
Note: This report is only available in Team and Business editions. The Workload Report and Efficiency Report are replacements for this in Enterprise edition.
Efficiency ReportShows agent responsiveness to visitor chat requests and chat messages.
Post-Chat Survey ReportShows detailed statistics on Post-Chat survey questions, which provides insight into visitor satisfaction.
Rating ReportShows how visitors rated agents’ service through the Post-Chat survey.


Agent Performance Report


This report shows the overall performance of the agents.

Metrics in this report include:

Avg. Chat Time
The average time it took an agent to finish a chat.
Avg. Wait Time
The average wait time of waited chats (including waited chats that were answered, abandoned or rejected by agents; or switched to offline messages) equals to total wait time divided by the number of waited chats.
Chats
The total number of chat sessions occurred (whether initiated by visitors, agents’ manual invitations, or auto invitations).
Total Chat Time
The sum of the length of all chats. Viewable by agent, department, or the live chat team as a whole.
Last Message Sent by Agent
The total number of chats where the Agent sends the last chat message.


The Agent Performance report can be viewed by time, by the department, and by the agent.


Efficiency 


This report shows the average response time, wait time, and chat time of each agent, department, and the whole live chat team.

Metrics in this report include:

Avg. Agent Response Time
The average amount of time an agent took to respond to a message from visitors.
Avg. Wait Time
The average wait time of waited chats (including waited chats that were answered, abandoned or rejected by agents; or switched to offline messages) equals to total wait time divided by the number of waited chats.
Avg. Chat Time
The average time it took an agent to finish a chat. The formula to calculate average chat time is: Total chat time/Total chats.
Avg. Agents’ Chat Messages
The average number of messages sent by agents during a chat session.
Avg. Visitors’ Chat Messages
The average number of messages sent by visitors during a chat session.
Avg. Canned Messages
The average number of canned messages sent by agents during a chat session. 
Last Message Sent by Agent
The total number of chats where the Agent sends the last chat message. 


The Efficiency report can be viewed by time, by Department, by 24/7 Distribution, by Half-Hour distribution, or by Agent.


Post-Chat Survey 


Besides a general rating score, the post-chat survey can also collect visitors’ feedback on a particular survey question. The Post-Chat Survey report shows the statistics on survey questions which allow visitors to select one or more options from a list of defined answers.

Metrics in this report include:

CountTotal times an option has been selected for a post-chat survey.
PercentageThe percentage of an option being selected for a post-chat survey.


The post-chat survey is a campaign-level setting; the campaign can be used as a filter to see how the answers to each survey question are distributed under a specific campaign.


Rating 


In Comm100 Live Chat, visitors can rate the chat service they received. This report shows details of visitors’ ratings on the chat performance of an agent, a department, and the live chat team as a whole within a defined time range.

Note that rating is part of the post-chat survey; however, the rating and post-chat survey reports are different. The rating report shows the statistics on rating score; while the Post-Chat Survey report shows the statistics on survey questions, allowing visitors to select one or more options from the defined answers.

Metrics in this report include:

Rating Times
The total number of chats rated in the defined time range.
Rating times of each score
The total number of chats under each rating score, from Score 5 to Score 1. Clicking on each score shows all chats with that score.
Avg. Score
The average score visitors rated on agents’ chat performance.


The rating report can be viewed by time, by Department, and by Agent.


Proactive Chat Performance


Auto Invitation ReportShows the total trigger times of auto invitations as well as the acceptance rate of these invites.
Chat Source ReportShows details of how chat requests were initiated (by visitors, from the manual invitation, or auto invitation).
Manual Invitation ReportShows the usage of manual invitations sent by agents as well as the acceptance rate of these invites.


Auto Invitation 


In addition to manual invitations, rules can be defined to automatically invite visitors to chat within each campaign, triggering an invitation when the rule conditions are met. Multiple auto invitations under each campaign can be used. The auto invitation report shows the take-up of auto invitations.

Metrics in this report include:

SentThe number of auto invitations sent to visitors. 
Accepted
The number of auto invitations accepted by visitors. 
Acceptance Rate
The percentage of sent invitations accepted by visitors. 


The Auto Invitation report can be viewed by time, by the campaign, or by invitation. Viewing by invitation shows the total sent times, accepted times, and the acceptance rate of each auto invitation. Data can be filtered by Campaign to show data on all auto invitations under each campaign.


Chat Source 


This report shows the number of chats requested by visitors, initiated by agents manually, and triggered by predefined auto invitation rules, respectively.

Metrics in this report include:

ChatsThe total number of chat sessions occurred (whether initiated by visitors, agents’ manual invitations, or auto invitations).
Chats Initiated by Visitors
The total number of answered chats initiated by visitors. 
Chats from Manual Invitations
The total number of chats initiated by agents’ manual invitations and accepted by visitors.
Chats from Auto Invitations
The total number of chats initiated by rule-based auto invitations and accepted by visitors.


The Chat Source report can be viewed by time, by 24/7 distribution, by half-hour distribution, or by the department. The request page URL of each chat can also be viewed. The requested page refers to the URL of a page where a chat request was initiated. This shows pages on which visitors may have the most questions.


Manual Invitation 


Agents can invite visitors to chat manually in Comm100 Live Chat. This report shows the usage and effectiveness of manual invitations.

Metrics in this report include:

SentThe number of invitations manually sent by agents.
AcceptedThe number of manual invitations accepted by visitors.
Acceptance Rate
The percentage of accepted invitations versus sent ones.


The Manual Invitation report can be viewed by time and by an agent.


Feature Utilization


Chat Transfer ReportShows how many chats were transferred to another agent or department.
Wrap-Up ReportShows categorizations of chats and the wrap-up completion rate.
Co-browsing ReportShows the number of co-browsing requests/sessions, total & average duration of the session.
Pre-Chat Survey ReportShows the statistics of Pre-Chat survey questions, which offers basic information about your user base.
Conversions ReportShows all achieved conversions, total conversion value, and your live chat conversion rate.


Chat Transfer 


Chats can be transferred to agents or departments for further troubleshooting or review. When a chat is transferred to another department, all online agents in the destination department will be notified of the transfer.

A healthy chat transfer ratio indicates that the live chat agents are working effectively and are trained correctly, whereas an elevated chat transfer ratio may indicate issues. This report shows utilization by comparing time on chats with idle time.

Metrics in this report include:

Transferred Chats
The total number of chat sessions during which chat transfers between agents or departments took place.
Inter-department Transferred Chats
The total number of chat sessions during which chat transfers between departments took place.
Chats
The total number of chat sessions occurred (whether initiated by visitors, agents’ manual invitations, or auto invitations).

The Chat Transfer report can be viewed by time and by the department.


Wrap-Up 


The Wrap-Up report is further broken down into two parts: Survey report and Completion report.


Survey Report

This report shows the percentage of each wrap-up category used by agents.

Metrics in this report include:

CountTotal times an option has been selected for a wrap-up category.
PercentageThe percentage of an option being selected for the wrap-up category.


Wrap-up is a campaign-level setting; a campaign can also be used as a filter to see chats' categorization under a specific campaign.


Completion Report

This report shows the proportion of chats where agents’ wrap-up comments are completed. To calculate the completion rate, the formula is chats with agents’ wrap-up information/total chats.

Metrics in this report include:

Wrap-ups
The number of chats that had wrap-up comments.
Chats
The total number of chat sessions established between agents and visitors, including those initiated by visitors, from agents’ manual invitations, and rule-based auto invitations.
Completion Rate
The percentage of chats where agents’ wrap-up comments were completed

The completion report can be viewed by Time, by Department, and by Agent.


Co-browsing 


This report shows the number and duration of co-browsing sessions.

Metrics in this report include:

Co-browsing Requests
The total number of co-browsing requests made by agents.
Total Co-browsing Session Time
The total duration of co-browsing sessions.
Co-browsing Sessions
The number of co-browsing sessions took place in a given time range.
Avg. Co-browsing Session Time
The average duration of each co-browsing session.


The Co-browsing report can be viewed by time, hour/day/week/month distribution, by Department, Agent, or by Visitor Segment.


Pre-Chat Survey


A pre-chat survey allows visitor information to be collected before a chat starts. For example, their name, email address, or which type of questions they have. The pre-Chat Survey report shows the statistics on survey questions, which allow visitors to select one or more options from a list of defined answers.

Metrics in this report include:

CountTotal times an option has been selected for a pre-chat survey question.
PercentageThe percentage of an option being selected for a pre-chat survey question.

As per the Post-chat survey, the Pre-chat survey is also a campaign-level setting, allowing different survey questions for different campaigns to be defined. The campaign can also be used as a filter to see each survey's distribution answer under a specific campaign.        


Conversions


This report 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.

Metrics in this report include:

ConversionsThe total number of conversion actions that occurred on your site. Every conversion that happens after an interaction will be counted.
ChatsThe total chats which occurred on your site.
Chatted Visitors
The total number of visitors who chatted with your agents.
Converted Visitors
The total number of visitors who performed defined conversion actions.
Converted Chatted Visitors
The total number of visitors who performed defined conversion actions and also chatted with agents
Conversion Rate of Chatted Visitors
Calculated by Converted Chatted Visitors / Chatted Visitors.
ValueThe total value of all conversions performed. The value must be manually assigned to conversions.

The report also allows you to filter by department, by agent, by conversion action, or by conversion list.

Ticketing & Messaging Report

The Ticketing & Messaging report informs you of the status of all tickets generated from your ticketing & messaging channels and your agent’s performance. The report is broken down into four parts: Real-Time report, Volume report, Source Report, and Efficiency report.


Real-Time 


The Real-Time report gives an at-a-glance view of all ticket handling status and agent performance. This report keeps you informed in real-time of all conversations generated from your Ticketing & Messaging channels.

This Report is further broken down into two parts: Right Now and Today.

Right now

Metrics in this report include:

Unassigned Tickets
The total number of tickets that haven’t been assigned to any departments or agents.
Open Tickets
The number of tickets with statuses of New, Pending Internal, Pending External, or On-Hold.
New tickets
The number of tickets that haven’t been replied to yet.
Pending Internal Tickets
The number of tickets that require an internal party’s action. 
Pending External Tickets
The number of tickets that are waiting for an external party to reply.
On-Hold Tickets
The number of tickets that agents plan not to reply to right now and mark these tickets' status as On-Hold for further check.
Urgent Tickets
The number of tickets with Urgent priority.
High Priority Tickets
The number of tickets with High priority.
Today’s Replied Tickets
The number of tickets that have been replied to today.
Today’s Closed Tickets
The number of tickets that were closed today.

Today

Metrics in this report include:

Created Tickets
The number of tickets that were created today.
Resolved TicketsThe number of tickets resolved today.
Replied TicketsThe number of tickets replied today.
Reopened Tickets
The number of tickets that were reopened today.


Volume 


The Ticketing & Messaging Volume report shows how many tickets occurred on your site within a specific time period.

Metrics in this report include:

Open Tickets
The number of tickets with statuses of New, Pending Internal, Pending External, or On-Hold.
Created Tickets
The number of tickets created within the defined time period.
Replied Tickets
The number of tickets replied within a defined time period.
Reopened Tickets
The number of tickets reopened within a defined time period.
Resolved TicketsThe number of tickets resolved within a defined time period.
Visitor MessagesThe number of messages received from visitors in all tickets.
Agent MessagesThe number of messages sent by agents in all tickets. 

 This report can be viewed by site, by agent, by department, by channel, or by channel account.           

   

Channel

 

The Ticketing & Messaging Channel report breaks down the numbers of messages or posts from different channels within a specific time period.

Metrics in this report include:

Email The number of tickets created from Email messages.
Facebook
Facebook Wall PostThe number of tickets created from Facebook Wall Posts.
Facebook Visitor PostThe number of tickets created from Facebook Visitor Posts. 
Facebook MessageThe number of tickets created from Facebook Messages.
TotalAll tickets created from Facebook Wall Posts, Facebook Visitor Posts, and Facebook Messages.
Twitter
Twitter TweetThe number of tickets created from Twitter Tweets.
Twitter Direct MessageThe number of tickets created from Twitter Direct Messages.
TotalThe number of tickets created from Twitter Tweets and Twitter Direct Messages.
WeChat The number of tickets created from WeChat Messages.
SMS The number of tickets created from SMS Messages (Twilio).
WhatsApp The number of tickets created from WhatsApp Business message.
ChatThe number of tickets created from Live Chat.
Offline MessageThe number of tickets created from Offline Message.
InternalThe number of tickets created from internal.
LINEThe number of tickets created from LINE.
TelegramThe number of tickets created from Telegram.
Instagram
Instagram Post CommentThe number of tickets created from Instagram Post Comment.
Instagram PostThe number of tickets created from Instagram Post.
Instagram DirectThe number of tickets created from Instagram Direct.
TotalThe number of tickets created from Instagram.
Secure MessagingThe number of tickets created from Secure Messaging.
MessengerThe number of tickets created from Messenger.

This report can be viewed by site, by time, by agent, by the department, or by Ticketing & Messaging Channel.           


Efficiency


The Ticketing & Messaging Efficiency report shows the agent’s average response time, average first response time, and the average time to close a ticket.

Metrics in this report include:

Avg. Agent Response Time
The average amount of time it takes for an agent to respond to a ticket.
Avg. First Response Time The average amount of time it takes for an agent to send the first response in a ticket.
Avg. Visitor Messages
The average number of messages sent by visitors in a ticket.
Avg. Agent Messages
The average number of messages sent by agents in a ticket.
Avg. Ticket TimeThe average amount of time it takes an agent to resolve a ticket.

This report can be viewed by site, by agent, by department, by channel, or by channel account.     


SLA Policies


The Ticketing & Messaging SLA Policies report shows the agent’s SLA policies details by agent, department, and SLA policy.

Metrics in this report include:

SLA First Response Rate
The percentage of the number of tickets whose first responses were sent within the SLA divided by the total number of tickets that matched this SLA policy.
SLA Avg. First Response TimeTotal time of first responses that were sent within the SLA divided by the number of tickets whose first responses were sent within the SLA.
SLA Next Response RateThe percentage of the number of tickets whose next responses were sent within the SLA divided by the total number of tickets that matched this SLA policy.
SLA Avg. Next Respond TimeTotal time of next responses that were sent within the SLA divided by the number of tickets whose next responses were sent within the SLA.
SLA Resolution Rate
The percentage of the number of tickets that were resolved within the SLA divided by the total number of tickets that matched this SLA policy.
SLA Avg. Resolution Time
Total time of resolution that were done within the SLA divided by the number of tickets which were resolved within the SLA.
Breached Tickets
The number of tickets that breached the SLA goal.

          

Task Bot Reports

Comm100's Task Bot reporting serves as a useful tool for measuring the achievements of the Task Bot. It provides in-depth knowledge about your Task Bot. It also helps you find out areas where your Task Bot needs improvement based on specific metrics so that you can improve the Task Bot's performance by providing actionable goals.


Triggered Times


The Triggered Times report provides information on the number of times the Task Bots were triggered, how many were finished successfully, and how many were not finished. 

Metrics in this report include:

Completed Times
Displays the number of times a Task Bot chat reaches the end of a flow.
Uncompleted Times
Displays the number of times the visitor ends the Task Bot chat in the middle of a flow, or the agent takes over the Task Bot.
Completion Rate
Displays the percentage ratio of the Completed Times to Total Trigger Times
Total Triggered Times
Displays the number of times the Task Bot is triggered

The Triggered Times report metrics vary By Time, By Task Bot, and By Trigger Type tabs you select.


Collected Leads


The Collected Leads report displays the number of leads collected by the Task Bot. You can view the details of the Collected Lead:
  • By Time
  • By Task Bot


Task Bot Usage


The Task Bot Usage report provides data on the Total Triggered Actions by all the Task Bot.


Booked Meeting

          

The Booked Meeting report displays the number of meetings booked by the Task Bot. You can view the booked meeting details:

  • By Time
  • By Task Bot


Chatbot Reports

Chatbot reports allow you to track the performance and service quality of your Chatbot. The reporting suite has six individual reports available: Chats & Tickets report, Answers report, High Confidence Answers report, Rating report, and Chatbot & Agent report. To learn more on Chatbot reporting, see this article


Chats & Tickets


This report shows the number of resolved and unresolved Chatbot chats, social conversations, and total Chatbot chat time.

Metrics in this report include:

Chatbot Only ChatsThe number of chats from Chatbot.
Chats from Chatbot to Online Agent
The number of Chatbot chats and conversations during which visitors chose to switch to transfer to an agent or were transferred by Chatbot to the agent via smart triggers when agents were online.
Chats from Chatbot to Offline Message
The number of Chatbot chats and conversations during which visitors chose to switch to transfer to an agent or were transferred by Chatbot to the agent via smart triggers when no agents were online.
Chatbot Chat Time
The total chat duration of all Chatbot-involved chats, including those transferred to agents.
Agent Chat Time
The total duration of all agent-involved chats, including those transferred from the Chatbot.

This report can be viewed at the account or channel level. And can be filtered by time, by site, or by Chatbot.


Answers 


This report shows the number of High Confidence Answers, Possible Answers, and No Answers sent to visitors by the Chatbot and the percentage of High Confidence Answers. This helps you gain insight into the comprehensiveness of your intent library.

Metrics in this report include:

AnswersThe total answers the Chatbot sent to visitors. This metric is a sum of all the High Confidence Answers, Possible Answers, and No Answers.
High Confidence Answers
The total times when Chatbot gave a High Confidence Answer to visitors.
Possible Answers
The total times when Chatbot gave a Possible Answer to visitors.
No Answer
The total times when Chatbot gave No Answer to visitors. 
Percentage of High Confidence Answer
The percentage of High Confidence Answers to the number of total answers the Chatbot has sent.

Answer Report can be viewed at the account or channel level. And also can be filtered by time, by site, or by Chatbot.


High Confidence Answers 


This report shows the number of helpful and not helpful visitor ratings gave to High Confidence Answers sent by Bot. This helps you see your Bot’s answers' accuracy and gain insight into how to adjust your High Confidence Answer Score.

Metrics in this report include:

High Confidence Answers
The total times when Chatbot gave a High Confidence Answer to visitors.
Helpful Rate
The total times when High Confidence Answers rated as “Helpful” by visitors.
Not Helpful Rate
The total times when High Confidence Answers rated as “Not Helpful” by visitors.
No Rate
The total times when High Confidence Answers hadn’t been rated by visitors.

This report can be viewed by time, by site, by the campaign, or by Chatbot.


Rating 


In addition to the Helpful/Not Helpful rating on each High Confidence Answer sent by the Chatbot, visitors can also rate the whole Chatbot conversation on a scale from 1 to 5.

Metrics in this report include:

Rating Times
The number of Chatbot Resolved chats rated by visitors within the defined time range.
Rating Times of Each Score (Score 1 to Score 5)
The number of Chatbot Resolved chats that received each score value. The score ranges from 1 to 5.
Avg. ScoreThe average score visitors gave to Chatbot chats.

This report can be viewed by time or by Chatbot.


Chatbot & Agent 


This report compares Bot and Agent chat performance in terms of workload, chat efficiency, and visitor satisfaction.

Metrics in this report include:

ChatsThe total number of chats handled by Chatbots or Agents.
Avg. Chat Time
The average time it took for Chatbots or agents to finish a chat.
Avg. Rating Score
The average score visitors gave to chats with Chatbots or agents.
Total Chat Time
The total duration of all Chatbot or agent chats. 

This report can be viewed by time, by all chats, or filtered out chats transferred from Chatbot to an agent to compare pure Chatbot and agent chats.


Chatbot Usage

 

The Chatbot Usage report provides data on the number of times any category and intent are used. You can recognize the most used categories and intents of the chatbot and improve them.  

You can view the report by Intents, Time, and Chatbot. 


Top Intents

The Top Intents report is used to view the top used Intent and Category in a period for a Chatbot.             


Collected Leads

The Collected Leads report provides the number of leads collected by Chatbot. You can view the report By Time and By Chatbot.


Booked Meetings

The Booked Meetings report provides the number of meetings booked by the Chatbot. You can view the report By Time and By Chatbot.    

                     

Global Features Report

Availability Report


The Availability report provides details on agent status change within a defined time range. Logged-in agents can change their status between online and away or select any number of custom statuses. This report shows whether agents have stuck to normal working schedules within a defined time period.

Metrics in this report include:
Online
The length of time that an agent/a department/the live chat team is online and accessible. A department was online when one agent in the department is online; the live chat team is online when one agent is online.
Logged-in
This shows, at the agent level, the sum of online time and away time.
Total Away
This shows, at the agent level, the sum of any away time.

Note: The report also shows the custom away status' time. For example, Logged-in, Online, Total Away (the time of the Away status + the time of the Custom Away status), Away (the time of the Away status) for this report.

The Availability report can be viewed by Time, by Department, and by Agent.

A detailed status change log of all agents can also be viewed. Each status is marked by color to make it easily identifiable. Clicking on an agent's name shows the agent’s status details and a table of the agent’s status changes.

The data can be filtered by Department to view the status details of each agent in a department. Table reports of agent status changes can only be viewed via the Agent filter.


Canned Messages Report


This report shows how many times and by how many agents each canned message was used within a defined time range.

Metrics in this report include:

Sent Times
The total times a canned message was sent by the agents within the defined time range. 
Agents Used It
The number of agents a canned message was used by within a defined time range.

All canned messages in the library are displayed in this report. Messages can be filtered by category to see how the canned messages under each category were used.

Report Metrics

This table shows the metrics, filters, and perspectives under each report.


Live Chat Reports

           

Real-Time 

Real-Time -Website

  • Agents in Chat
  • Ongoing Chats
  • Ongoing Chats with Agents
  • Ongoing Chats with Bot
  • Current Queue Length
  • Visitors on Site
  • Logged-in Agents
  • Chat Utilization

N/A

N/A

Real-Time – Agent

  • Ongoing Chats
  • Max Concurrent Chats
  • Today’s Chats
  • Today’s Linear Chat Time
  • Today's Agent Status Breakdown 
  • Site
  • Department

N/A

Real-Time -Queue

  • Ongoing Chats/Max Concurrent Chats
  • Avg. Wait Time in Last 30 Minutes
  • Avg. Wait Time in Last Hour
  • Abandoned Chats in Last 30 Minutes
  • Switched to Messages in Last 30 Minutes
  • Current Queue Length

N/A

N/A

Workload & Staffing

Chat Volume

  • Chats
  • Chat Acceptance Rate
  • Missed Chats
  • Refused Chats
  • Chat Requests
  • Visits
  • Avg. Chat Time
  • Avg. Wait Time
  • Site
  • Campaign
  • Department
  • Visitor
  • Segment
  •  By Time
  • By 24/7 Distribution
  • By Half-Hour Distribution
  • By Campaign
  • By Department
  • By Visitor Segment

Offline Message

  • Messages
  • Offline Messages from Offline Button
  • Offline Messages from Chat Queue
  • Offline Messages from Chatbot
  • Site
  • Campaign
  • Department
  • Visitor Segment
  • By Time
  • By 24/7 Distribution
  • By Half-Hour Distribution
  • By Campaign
  • By Department
  • By Visitor Segment

Queue

  • Queued Chat Requests
  • Chats from Queue
  • Switched to Messages
  • Abandoned Chats
  • Refused Chats
  • Max Queue Size
  • Site
  • Department
  • By Time
  • By 24/7 Distribution
  • By Half-Hour Distribution
  • By Department

Wait Time

  • Avg. Wait Time
  • Avg. Wait Time of Missed Chats
  • Max Wait Time
  • Max Wait Time of Missed Chats
  • Overall Avg. Waiting Time 
  • Site
  • Department
  • By Time
  • By 24/7 Distribution
  • By Half-Hour Distribution
  • By Department

Workload

  • Linear Chat Time
  • Idle time
  • Agent Utilization
  • Avg. Concurrent Chats
  • Total Chat Time
  • Chats
  • Site
  • Department
  • Agent
  • By Time
  • By 24/7 Distribution
  • By Half-Hour Distribution
  • By Department
  • By Agent

Agent Performance

Agent Performance

  • Avg. Chat Time
  • Avg. Wait Time
  • Chats
  • Total Chat Time
  • Last Message Sent by Agent
  • Department
  • Agent
  • By Time
  • By Department
  • By Agent

Chat Transfer

  • Transferred Chats
  • Department Transferred In Chats
  • Department Transferred Out Chats
  • Inter-department Transferred Chats
  • Chats
  • Site
  • Department
  • By Time
  • By Department

Efficiency

  • Avg. Agent Response Time
  • Avg. Wait Time
  • Avg. Chat Time
  • Avg. Agents’ Chat Messages
  • Avg. Visitors’ Chat Messages
  • Avg. Canned Messages
  • Last Message Sent by Agent
  • Site
  • Department
  • Agent
  • By Time
    By 24/7 Distribution
  • By Half-Hour Distribution
  • By Department
  • By Agent

Post-Chat Survey

  • Count
  • Percentage
  • Campaign
  • · By Time

Rating

  • Rating Times
  • Number of Score 5
  • Number of Score 4
  • Number of Score 3
  • Number of Score 2
  • Number of Score 1
  • Avg. Score
  • Site
  • Department
  • Agent
  • By Time
  • By 24/7 Distribution
  • By Half-Hour Distribution
  • By Department
  • By Agent

Proactive

Chat Strategy

Auto Invitation

  • Sent
  • Accepted
  • Acceptance Rate
  • Site
  • Campaign
  • By Time
  • By Campaign
  • By Invitation

Chat Source

  • Chats
  • Chats Initiated by Visitors
  • Chats from Manual Invitations
  • Chats from Auto Invitations
  • Site
  • Campaign

 

  • By Time
  • By 24/7 Distribution
  • By Half-Hour Distribution
  • By Department
  • By Request Page

Manual Invitation

  • Sent
  • Accepted
  • Acceptance Rate
  • Site
  • Agent
  • By Time
  • By Agent

Feature Utilization

Chat Transfer

  • Transferred Chats
  • Inter -department Transferred Chats
  • Chats
  • Site
  • Department
  • By Time
  • By Department

Wrap-Up

  • For Survey Report
    • Count
    • Percentage
  • For Completion Report
    • Wrap-ups
    • Chats
    • Completion Rate
  • For Survey Report
    • Campaign
  • For Completion Report
    • Site
    • Department
    • Agent
  • For Survey Report
    • By Campaign
  • For Completion Report
    • By Time 
    • By Department
    • By Agent

Co-browsing

  • Co-browsing Requests
  • Co-browsing Sessions
  • Total Cobrowsing Session Time
  • Avg. Co-browsing Session Time
  • Site
  • Department
  • Agent
  • Visitor Segment
  • By Time
  • By Department
  • By Agent
  • By Visitor Segment

Pre-Chat Survey

  • Count
  • Percentage
  • Campaign
  • By Time

Conversions

Conversions

  • Conversions
  • Chats
  • Chatted Visitors
  • Converted Visitors
  • Converted Chatted Visitors
  • Conversion Rate of Chatted Visitors
  • Value
  • Site
  • Department
  • Agent
  • Conversion Action
  • By Time
  • By Department
  • By Agent
  • By Conversion Action
  • Conversion List

 

Task Bot Reports

            

Triggered Times
  • Completed Times
  • Uncompleted Times
  • Completion Rate
  • By Site
  • By Task Bot
  • By Time
  • By Task Bot
  • By Trigger Type
Collected LeadsN/A
  • By Site
  • By Task Bot
  • By Time
  • By Task Bot

Task Bot UsageN/AN/AN/A
Booked MeetingsN/A
  • By Site
  • By Task Bot
  • By Time
  • By Task Bot


Chatbot Reports

            

Chat & Tickets

  • Chatbot Only Chats
  • Chats from Chatbot to Online Agent
  • Chats from Chatbot to Offline Message
  • Chatbot Chat Time
  • Agent Chat Time
  • Site
  • Bot
  • All Channels
  • Live Chat

Answers

  • Answers
  • High Confidence Answers
  • Possible Answers
  • No Answers
  • % of High Confidence Answers
  • Site
  • Bot
  • All Channels
  • Live Chat

High Confidence Answers

  • High Confidence Answers
  • Helpful Rate
  • Not Helpful Rate
  • No Rate
  • Site
  • Campaign
  • Bot

N/A

Rating

  • Rating Times
  • Score 5
  • Score4
  • Score 3
  • Score 2
  • Score 1
  • Avg. Score
  • Bot

N/A

Chatbot & Agent

  • Chats
  • Avg. Chat Time
  • Avg. Rating Score
  • Total Chat Time
  • All Chats
  • Exclude Chats from Bot to Agents

N/A

 

Ticketing & Messaging Reports

            

Real-Time – Site

  • Unassigned Tickets
  • Open Tickets
  • New Tickets
  • Pending Internal Tickets
  • Pending External Tickets
  • On-Hold Tickets
  • Urgent Tickets
  • High Priority Tickets

N/A

N/A

Real-Time – Department

  • Open Tickets
  • Today’s Replied Tickets
  • Today’s Closed Tickets
  • New Tickets
  • Pending Internal Tickets
  • Pending External Tickets
  • On-Hold Tickets
  • Urgent Tickets
  • High Priority Tickets

N/A

N/A

Real-Time – Agent

  • Open Tickets
  • Today’s Replied Tickets
  • Today’s Closed Tickets
  • New Tickets
  • Pending Internal Tickets
  • Pending External Tickets
  • On-Hold Tickets
  • Urgent Tickets
  • High Priority Tickets
  • Site
  • Department

N/A

Volume

  • Created Tickets
  • Replied Tickets
  • Reopened Tickets
  • Open Tickets
  • Agent Messages
  • Visitor Messages
  • Resolved Tickets
  • Site
  • Agent
  • Department
  • Channels
  • By Time
  • By Department
  • By Agent
  • Channels

Channel

  • Email
  • Facebook Wall Post
  • Facebook Visitor Post
  • Facebook Message
  • Tweet
  • Twitter Direct Message
  • WeChat 
  • SMS Message (Twilio)
  • WhatsApp
  • Chat
  • Offline Message
  • Internal
  • LINE
  • Telegram
  • Instagram Post Comment
  • Instagram Post
  • Instagram Direct
  • Secure Messaging
  • Messenger
  • Site
  • Agent
  • Department
  • Channels
  • By Time
  • By Department
  • By Agent
  • Channels

Efficiency

  • Avg. Agent Response Time
  • Avg. First Response Time
  • Avg. Visitor Messages
  • Avg. Agent Messages
  • Avg. Ticket Time
  • Site
  • Agent
  • Department
  • Source
  • By Time
  • By Department
  • By Agent
  • Source Channel


Global Features Reports

 

Availability
  • For Site or Department
  • Online time
  • For Agent
  • Logged-in Time
  • Online Time
  • Total Away Time
  • Away Time
  • Custom Away Time


  • Site
  • Department
  • Agent


  • By Time
  • By Department
  • By Agent
Canned Messages
  • Sent Times
  • Agent Used It
  •  Site
  • Category
  • By Time