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. |