Optimizing the performance of your Live Chat, Bot, Queue, 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 Bot 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, Bot 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.

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:

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

Service Efficiency

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

Agent Performance

Shows an overview of the average chat performance of agents.

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

Metrics in this report include:

Different colors are used to indicate different statuses.

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:

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:

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.

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

Metrics in this report include:

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.

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:

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

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

Metrics in this report include:

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

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

Metrics in this report include:

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.

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

This report shows the overall performance of the agents.

Metrics in this report include:

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

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:

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

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:

The post-chat survey can be viewed by campaign and by department. You can filter the campaign or department to see how the answers to each survey question are distributed under a specific campaign or department.

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:

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

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:

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, the acceptance rate, and the successful number of each auto invitation. Data can be filtered by Campaign to show data on all auto invitations under each campaign.

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:

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.

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:

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

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:

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

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:

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:

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

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

Metrics in this report include:

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

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:

The post-chat survey can be viewed by campaign and by department. You can filter the campaign or department to see how the answers to each survey question are distributed under a specific campaign or department.

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:

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

The Ticketing & Messaging reports inform 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.

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:

Today

Metrics in this report include:

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

Metrics in this report include:

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

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:

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

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:

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

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

Metrics in this report include:

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.

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:

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

• By Time
• By Task Bot

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

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 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. 

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

Metrics in this report include:

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

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

Metrics in this report include:

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

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:

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

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:

This report can be viewed by time or by Chatbot.

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

Metrics in this report include:

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.

The Chatbot Usage report provides data on the usage of Chatbot's Generative Answers and Custom Answers.   

Metrics in this section include:

You can view the report by Time and Chatbot. 

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

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

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

There are no default reports for Queue. However, you can create Queue reports via building Custom 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.

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:

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.

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