Data Overview

General Company Chats Reporting

This section contains general statistics for the whole company within selected time period:

Data overview 

1.The name of the account

2.Reporting period

3.Total online / offline time and chats

4.Average chats for days, hour and average chat accept time

5.The number of pre-chat form loads, started chats and click through rate

6.The number of offline form loads, started chats and click through rate

7.Export to CSV button - allows exporting statistics to a separate CSV file

8.Reload data from server button - allows refreshing data and load the latest stats from the server

Totals

•Total chat online time: the total time the account was online

•Total chat offline time: the total time the account remained offline

•Total accepted chats: the total number of chats conducted by all operators

Averages

•Average incoming chats / day: the total chats in the selected reporting period divided by the total number of days in the reported period

•Average incoming chats / hour: the total chats in the selected reporting period divided by the total number of hours in the reported period

•Average accepted chats / day: the total accepted chats in the selected reporting period divided by the total number of days in the reported period

•Average accepted chats / hour: the total accepted chats in the selected reporting period divided by the total number of hours in the reported period

•Average chat accept time: the total duration between the moment the chats have been initiated and accepted divided by the total number of chats in the reporting period

•Average agents reply time: the total duration between the moment the chat messages have been sent by a visitor and responded by an agent divided by the total number of agents' messages in the reporting period

•Average visitors reply time: the total duration between the moment the chat messages have been sent by an agent and responded by a visitor divided by the total number of visitors' messages in the reporting period

•Average chat duration: the total duration between the beginning and the end of the chat divided by the total number of chats in the reporting period

•Average messages in chat: the total number of messages sent in chat divided by the total number of chats in the reporting period

Start Chat Form

•Loads: how many times the pre-chat form was loaded

•Chats started by a visitor: how many chats have been started

•Click through rate: the ratio of started chats and pre-chat form loads

Leave a Message Form

•Loads: how many times the leave a message form loaded

•Messages sent: how many offline messages were sent

•Click through rate: the ratio of sent offline messages and offline form loads

Advantages

Based on the above statistical data you can make the following improvements:

•properly distribute chats load

•improve your pre-chat and offline form customizations depending on the click through rate