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Metrics and Attributes for Live Chat

In Custom Report, data of each Comm100 product is organized into multiple datasets. Each dataset contains a subset of metrics and attributes that can be used to build reports.

This article introduces all the metrics and attributes available for Live Chat datasets. Live Chat datasets include the following:

  • Chat dataset
  • Offline Message dataset
  • Visit dataset
  • Queue dataset
  • Auto Invitation dataset
  • Manual Invitation dataset


Chat Dataset

Chat Metrics

Metric

Definition

Supported Aggregator

Abandoned Chats

The number of chat requests abandoned by visitors before connecting with agents.

Count

Agent Chat Messages

The number of messages sent by agents on chat.

Average, Sum, Maximum, Minimum

Agent Response Time

The time for an agent to respond to a chat message sent by the visitor. 

Average, Sum, Maximum, Minimum

Bot Only Chats

The number of chats that occurred between visitors and Chatbot only.

Count

% of Bot Only Chats

The percentage of Bot Only Chats out of all chats.

Percentage

Bot to Abandoned Chats

The number of chat requests abandoned by visitors when they are being transferred from bot to agent.

Count

% Bot to Agent Chat Acceptance Rate

The percentage of chat requests accepted by agents out of all chat requests from bot to agent. 

Percentage

Bot to Agent Chat Requests

The number of chat requests from bot to agent.

Count

Bot to Agent Chats

The number of chats from bot to agent.

Count

Bot to Agent Refused Chats

The number of chats refused by agents when a visitor is escalating from bot to agent.

Count

Bot to Offline Messages

The number of chats that are escalating from bot to agent but the visitor chooses to leave an offline message while waiting.

Count

Canned Messages Usage

The number of canned messages sent in a chat.

Average, Sum, Maximum, Minimum

% Chat Acceptance Rate

The percentage of accepted chats out of all chat requests.

Percentage

Chats

The number of chats.

Count

Chats from Auto Invitation

The number of chats initiated by rule-based auto invitations and accepted by visitors.

Count

Chats from Chat Button

The number of answered chats initiated by visitors, except for chats from manual invitation or auto invitation.

Count

Chats from Manual Invitation

The number of chats initiated by agents' manual invitations and accepted by visitors.

Count

Chats from Queue

The number of chats that waited in the queue before they were connected with agents.

Count

Chat Requests

The number of chat requests from visitors.

Count

Chatted Visitors

The number of visitors who chatted with your agents.

Count

Chat Time

The duration of a chat from start to end.

Average, Sum, Maximum, Minimum

Co-browsing Request

The number of co-browsing requests.

Count

Co-browsing Session Time

The duration of a co-browsing session from start to end.

Average, Sum, Maximum, Minimum

Co-browsing Sessions

The number of co-browsing sessions. 

Count

Last Message Sent by Agent Chats

The number of chats where the last chat message is sent by an agent.

Count

Missed Chats

The number of chat requests missed by agents. This metric is the sum of abandoned chats and switched to offline messages.

Count

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.

Count

Rated Chats

The number of chats rated by visitors.

Count

% Rated Chats

The percentage of rated chats out of all chats.

Percentage

Rating Score

The average rating score that agents have received from visitors.

Average

Rating Score 1 Chats

The number of chats with a rating score of 1.

Count

Rating Score 2 Chats

The number of chats with a rating score of 2.

Count

Rating Score 3 Chats

The number of chats with a rating score of 3.

Count

Rating Score 4 Chats

The number of chats with a rating score of 4.

Count

Rating Score 5 Chats

The number of chats with a rating score of 5.

Count

Refused Chats

The number of chats refused by agents.

Count

Switch to Offline Messages 

The number of chat requests switched to offline messages by visitors while waiting in the queue.

Count

Visitor Chat Messages

The number of messages sent by visitors on chat.

Average, Sum, Maximum, Minimum

Wait Time

The time visitors waited in the queue until the chats were answered, abandoned, rejected by agents, or switched to offline messages.

Average, Sum, Maximum, Minimum

Wait Time of Missed Chats

The time visitors waited in the queue until they abandoned the queue or switched to leaving a message.

Average, Sum, Maximum, Minimum

Wrapped Up Chats

The number of chats that have wrap-ups.

Count

% Wrap-up Completion Rate

The percentage of chats with wrap-up comments to all chats.

Percentage

 

Chat Attributes

Attribute

Description

Campaign

The Live Chat campaign name.

Department

The department name. 

Agent

The agent name. 

Chatbot

The Chatbot name. 

Skill

The agent's skill that is the chat is routed by.

Product Service

The product or service type that the visitor chooses in the pre-chat form.

Segment

 The segment that the visitor belongs to.

Category

The category that the chat is wrapped up with.

Rating Score

The chat rating score from Score 1 to Score 5.

Source

The source of the chat. Values include Chat button, Auto invitation, Manual invitation.

Type

The type of the chat. Values include Agent only, Chatbot only, From chabot to agent, From Chatbot to offline message, Taskbot only.

Status

The status of the chat. Values include Normal, Missed, Refused, and Switched to message.

Auto Invitation

The auto invitation name that triggers the chat.

Last Message Sent by

The way that the last message is sent by. Values include Agent, Chatbot, System, and Visitor.

Request Page Title

The title of the page that the chat request is from.

Country/Region

The country or region of the visitor.

State

The state of the visitor.

City

The city of the visitor.

Operating System

The platform of the device used by the visitor to initiate the chat. Values include iOS, Android, Windows, and so on.

Browser

The browser used by the visitor to initiate the chat. Values include Google Chrome, Mozilla Firefox, Internet Explorer, and so on.

Language

The language of the visitor's browser.

Landing Page Title

The title of the first page that a visitor visits on your website.

Time Zone

The time zone of the visitor. 

Search Engine

The search engine used by the visitor to locate your website where live chat is installed. Values include Google, Bing, Yahoo, and so on.

Keyword

The word or phrase the visitor used to search for your website.

Screen Resolution

The screen resolution of the visitor when they visit your website. The value can be 1920x1080,1680x1050.

Chat Requested 

The time when the chat was requested. The sub-options include By day, By Hour, By week, By month, By quarter, By year, Hour of the day, Day of the week, Day of the month, Month of the year, and Quarter of the year.

Chat Started

The time when the chat started. The sub-options include By day, By Hour, By week, By month, By quarter, By year, Hour of the day, Day of the week, Day of the month, Month of the year, and Quarter of the year.

 

Offline Message Dataset

Offline Message Metrics

Metric

Definition

Supported Aggregator

Offline Messages 

The number of offline messages.

Count

Offline Messages from Auto Invitation

The number of offline messages left by auto-invited visitors while waiting to chat with agents. When visitors accept an auto invitation, they need to wait for an agent to take the chat.

Count

Offline Messages from Chatbot

The number of offline messages left when a visitor switches to an agent from Chatbot while no agent was online.

Count

Offline Messages from Chat Queue

The number of offline messages left by visitors while waiting in the queue.

Count

Offline Messages from Offline Button

The number of offline messages from the chat button appearing offline.

Count

 

Offline Message Attributes

Attribute

Description

Agent

The agent name. 

Auto Invitation

The auto invitation rule name.

Campaign

The Live Chat campaign name.

Department

The department name. 

Request Page Title

The title of the page that the chat request is from.

Segment

The segment that the visitor belongs to.

Skill

The agent's skill that is the chat is routed by.

Source

The source of the chat. Values include Chat button, Auto invitation, and Manual invitation.

Browser

The browser used by the visitor to initiate the chat. Values include Google Chrome, Mozilla Firefox, Internet Explorer, and so on.

City

The city of the visitor.

Country/Region

The country or region of the visitor.

Keyword

The word or phrase the visitor used to search for your website.

Landing Page Title

The title of the first page that a visitor visits on your website.

Language

The language that the visitor uses.

Operating System

The platform of the device used by the visitor to initiate the chat. Values include iOS, Android, Windows, and so on.

Screen Resolution

The screen resolution of the visitor when they visit your website. The value can be 1920x1080,1680x1050.

State

The state of the visitor.

Time Zone

The time zone of the visitor. 

Message Submit Time

The time when the offline message was submitted. The sub-options include By day, By Hour, By week, By month, By quarter, By year, Hour of the day, Day of the week, Day of the month, Month of the year, and Quarter of the year.

 

Visit Dataset

Visit Metrics

Metric

Definition

Supported Aggregator

Visits

The number of visits.

Count

 

Visit Attributes

Attribute

Description

Campaign

The Live Chat campaign name.

Time

The time range of the visits. The sub-options include By day, By Hour, By week, By month, By quarter, By year, Hour of the day, Day of the week, Day of the month, Month of the year, and Quarter of the year.

 

Queue Dataset

Queue Metrics

Metric

Definition

Supported Aggregator

Queue size

The number of chat requests in queue over a given time range.

Maximum, Average, Minimum

 

Queue Attributes

Attribute

Description

Department

The department name. 

Time 

The time range of the chat requests in queue. The sub-options include By day, By Hour, By week, By month, By quarter, By year, Hour of the day, Day of the week, Day of the month, Month of the year, and Quarter of the year.

 

Auto Invitation Dataset

Auto Invitation Metrics

Metric

Definition

Supported Aggregator

Auto Invitation Sent 

The number of auto invitations sent to visitors.

Count

% Auto Invitation Acceptance Rate

The percentage of auto invitations accepted by visitors to all sent auto invitations.

Percentage

Auto Invitation Accepted

The number of auto invitations accepted by visitors.

Count

 

Auto Invitation Attributes

Attribute

Description

Invitation

The invitation rule name.

Campaign

The Live Chat campaign name.

Time

The time range. The sub-options include By day, By Hour, By week, By month, By quarter, By year, Hour of the day, Day of the week, Day of the month, Month of the year, and Quarter of the year.

 

Manual Invitation Dataset

Manual Invitation Metrics

Metric

Definition

Supported Aggregator

Manual Invitation Sent 

The number of manual invitations sent to visitors.

Count

% Manual Invitation Acceptance Rate

The percentage of manual invitations accepted by visitors to all sent auto invitations.

Percentage

Manual Invitation Accepted

The number of manual invitations accepted by visitors.

Count

 

Manual Invitation Attributes

Attribute

Description

Agent

The agent who sent the invitation.

Time

The time range. The sub-options include By day, By Hour, By week, By month, By quarter, By year, Hour of the day, Day of the week, Day of the month, Month of the year, and Quarter of the year.