Introduction

Optimizing the performance of your Live Chat, AI Agent, 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 AI Agent performing as well as expected? How do your customers like it?How well are your Ticketing & Messaging channels being h andled?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, AI Agent performance, Ticketing & Messaging performance so that you can make informed decisions for improvement. This article 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 NowThis 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 ChatThe number of agents who are chatting with customers.Ongoing ChatsThe number of chats currently occurring.Ongoing Chats with AgentsThe total chats currently occurring between visitors and agents.Ongoing Chats with BotThe total chats currently occurring between visitors and your chatbot.Current Queue LengthThe number of visitors waiting in the queue.Visitors on SiteThe number of visitors currently on the website.Logged-In AgentsThe number of agents who are logged in.Chat UtilizationThe 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.TodayThis 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 messagesChat RequestsThe 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 involving human agents or AI Agents. The chats are NOT included if visitors who chatted with an AI Agent chose to transfer to a human agent but were missed or refused by agents. Chat Acceptance RateThe percentage of answered chats to total chat requests, calculated by total chats / (chats + missed chats + refused chats).Abandoned ChatsThe total number of chat requests abandoned by visitors closing the chat window while waiting.Switched to MessagesVisitors 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 ChatsThe number of chat requests missed by agents. This metric is the sum of Abandoned Chats and Switched to Offline Messages.AI AgentShows an overview of your AI Agent performance.AI Agent Only ChatsThe total number of chats that occurred between visitors and AI Agent only. The chats are also included if visitors chose to transfer to a human agent but were missed or refused by agents. % of AI Agent Only ChatsThe percentage of AI Agent Only Chats versus total chats.Chats from AI Agent to Human AgentThe number of chats that are initiated with AI Agent and then transferred to a human agent. AI Agent to Human Agent Chat Acceptance Rate The acceptance rate of chats that are initiated with the AI Agent and transferred to a human agent, calculated by chats accepted by agents / total chats transferred from AI Agent.AnswersThe total answers AI Agent 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 EfficiencyShows an overview of the chat efficiency in the day so far.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. Chat TimeThe average time it took for an agent to finish a chat with Normal status.Avg. Agent Response TimeThe average time it took for an agent to respond to a chat message from visitors.Accepted InvitationsThe total number of both manual and automatic chat invitations accepted by visitors.Service Accessibility RateHow 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 ChatsThe total number of chat sessions in which chat transfers between departments took place.Total Transferred ChatsThe total number of chat sessions during which chat transfers between agents or departments took place. Chats that are transferred from AI Agent to agent are not included.Human Agent PerformanceShows an overview of the average chat performance of human agents.Unique Chat RateA 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.Human Agent utilizationThe percentage of time that human agents have been involved in chats during their logged-in time.Avg. ScoreThe average rating score that human 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 ChatsShows the number of chats currently taking place versus the maximum number of concurrent chats for each agent.Today’s ChatsThe number of chats each agent has handled throughout the day.Today’s Linear Chat TimeThe total length of time an agent has been involved in at least one chat. If 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 report shows the current queue length and visitors’ wait time. With multiple routing rules in place, different queues can exist, and statistics for each queue are displayed.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 MinutesThe average length of time visitors waited in the queue during the last 30 minutes.Avg. Wait Time in Last HourThe average length of time visitors waited in the queue during the last hour.Abandoned Chats in Last 30 MinutesThe number of chat requests abandoned by visitors who close the chat window while waiting in the queue during the last 30 minutes.Switched to Offline Messages in Last 30 MinutesVisitors 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 StaffingChat 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.Chat 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 which have occurred, whether involving human agents or AI Agent. The chats are NOT included if visitors who chatted with an AI Agent chose to transfer to a human agent but were missed or refused by agents.Chat Acceptance RateThe percentage of answered chats to total chat requests, calculated by total chats / (chats + missed chats + refused chats).AI Agent to Human Agent Chat Acceptance RateThe acceptance rate of chats that are initiated with the AI Agent and transferred to a human agent, calculated by chats accepted by agents / total chats transferred from AI Agent. Missed ChatsThe 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 ChatsIf 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 RequestsThe total number of chat requests initiated on the website (whether initiated by visitors, agents’ manual invitations, or auto invitations).VisitsThe 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 TimeThe average time it took an agent to finish a chat.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.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 offline message button, chat queue and AI Agent.Metrics in this report include:Offline MessagesThe total number of offline messages left by visitors.Offline Messages from Offline ButtonThe total number of offline messages left by visitors when human agents are offline.Offline Messages from Chat QueueThe total number of offline messages left by visitors when they are waiting in the queue.Offline Messages from AI AgentThe total number of offline messages left during the AI Agent chats and conversations when visitors chose to switch to a human agent or were transferred by the AI Agent to human 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.Chat 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 chat queue. The queue report shows all queue data in this scenario.Metrics in this report include:Queued Chat RequestsThe number of chat requests that waited in the queue before they were connected to agents, abandoned, or switched to offline messages.Chats from QueueThe number of chat requests waited in the queue but later got connected to agents.Switched to Offline MessagesThe number of chat requests which were switched to offline messages by visitors.Abandoned ChatsThe total number of chat requests abandoned by visitors who closed the chat window while waiting in the queue.Refused ChatsThe number of chat requests from queue that agents refused.Max. Queue SizeThe 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 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). This metric 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 an offline message.Max. Wait TimeThe longest time that visitors waited in the queue before they connected to a human agent, abandoned the queue, or switched to leaving an offline message.Max. Wait Time of Missed ChatsThe longest time that visitors waited in the queue before they abandoned the queue or switched to leaving an offline message.Overall Avg. Waiting TimeThe average wait time of all chats (including chats that were answered, abandoned or rejected by agents; or switched to offline messages). This metric 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 TimeThe 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 TimeThis metric refers to the length of time when there was no chat occurring, viewable by agent, department, or entire live chat team.Agent UtilizationThis 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 ChatsA 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 TimeThe 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 chats that agents were involved in. Chats that were initiated with AI Agent and transferred to agents are also included.The workload report can be viewed by time, by 24/7 distribution, by half-hour distribution, by the department, or by the agent.Agent PerformanceAgent Performance ReportShows the overall performance of agents in terms of workload, efficiency.Note: This report is only available in Live Chat Startup and Live Chat Plus. The Workload Report and Efficiency Report are replacements for this in Live Chat Ultra. To learn more about Comm100 plans and packages, visit here.Efficiency ReportShows agent responsiveness to visitor chat requests and chat messages.Post-Chat Survey ReportShows detailed statistics on Post-Chat survey questions, which provides insights into visitor satisfaction.Rating ReportShows how visitors rated agents’ service through the Post-Chat survey.Agent Performance ReportThis report shows the overall performance of the agents.Metrics in this report include:Avg. Chat TimeThe average time it took an agent to finish a chat.Avg. Wait TimeThe average wait time of all the chats answered by agents divided by the number of waited chats.ChatsThe total number of chats that agents were involved in. Chats that were initiated with AI Agent and transferred to human agents are also included.Total Chat TimeThe sum of the length of all chats. Viewable by agent, department, or the live chat team as a whole.Last Message Sent by AgentThe 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 TimeThe average amount of time an agent took to respond to a message from visitors.Avg. Agent First Response TimeThe average amount of time an agent took to manually send the first message to the visitor after a chat starts.Avg. Wait TimeThe average wait time of waited chats (including waited chats that were answered by agents) equals to total wait time divided by the number of waited chats.Avg. Chat TimeThe 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 MessagesThe average number of messages sent by agents during a chat session.Avg. Visitors’ Chat MessagesThe average number of messages sent by visitors during a chat session.Avg. Canned MessagesThe average number of canned messages sent by agents during a chat session. Last Message Sent by AgentThe 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 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.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 TimesThe total number of chats rated in the defined time range.Rating times of each scoreThe 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. ScoreThe average score visitors rated on agents’ chat performance.The rating report can be viewed by time, by Department, and by Agent.Proactive Chat PerformanceAuto 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. AcceptedThe number of auto invitations accepted by visitors. Acceptance RateThe percentage of sent invitations accepted by visitors. Chats from Auto InvitationsThe number of successful chats that are from auto invitations. 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.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 VisitorsThe total number of answered chats initiated by visitors. Chats from Manual InvitationsThe total number of chats initiated by agents’ manual invitations and accepted by visitors.Chats from Auto InvitationsThe 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 RateThe percentage of accepted invitations versus sent ones.The Manual Invitation report can be viewed by time and by an agent.Feature UtilizationChat Transfer ReportShows how many chats were transferred to another agent or department.Wrap-Up ReportShows categorizations of chats and the wrap-up completion rate.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 ChatsThe total number of chat sessions during which chat transfers between agents or departments took place. Chats that are transferred from AI Agent to agent are not included.Inter-department Transferred ChatsThe total number of chat sessions during which chat transfers between departments took place.Cross-site Transferred-in chatsThe number of chats that have been transferred from other sites to the current site.Cross-site Transferred-out chatsThe number of chats that have been transferred from the current site to another site.ChatsThe total number of chat sessions which have occurred, whether involving human agents or AI Agents. The chats are NOT included if visitors who chatted with an AI Agent chose to transfer to a human agent but were missed or refused by agents.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 ReportThis 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 ReportThis report shows the proportion of chats where agents’ wrap-up comments are completed. The completion rate equals to chats with agents’ wrap-up information divided by total chats.Metrics in this report include:Wrap-upsThe number of chats that had wrap-up comments.ChatsThe total number of chat sessions which have occurred, whether involving human agents or AI Agents. The chats are NOT included if visitors who chatted with an AI Agent chose to transfer to a human agent but were missed or refused by agents.Completion RateThe percentage of chats where agents’ wrap-up comments were completed.The completion report can be viewed by Time, by Department, and by Agent.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.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.ConversionsThis 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 number of chat sessions which have occurred, whether involving human agents or AI Agents. The chats are NOT included if visitors who chatted with an AI Agent chose to transfer to a human agent but were missed or refused by agents.Chatted VisitorsThe total number of visitors who chatted with your agents or AI Agent.Converted VisitorsThe total number of visitors who performed defined conversion actions.Converted Chatted VisitorsThe total number of visitors who chatted with agents or AI Agent and performed defined conversion actions. Conversion Rate of Chatted VisitorsCalculated 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 Reports

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.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 nowMetrics in this report include:Unassigned TicketsThe total number of tickets that haven’t been assigned to any departments or agents.Open TicketsThe number of tickets with statuses of New, Pending Internal, Pending External, or On-Hold.New ticketsThe number of tickets that haven’t been replied to yet.Pending Internal TicketsThe number of tickets that require an internal party’s action. Pending External TicketsThe number of tickets that are waiting for an external party to reply.On-Hold TicketsThe number of tickets that agents plan not to reply to right now and mark these tickets' status as On-Hold for further check.Urgent TicketsThe number of tickets with Urgent priority.High Priority TicketsThe number of tickets with High priority.Today’s Replied TicketsThe number of tickets that have been replied to today.Today’s Closed TicketsThe number of tickets that were closed today.TodayMetrics in this report include:Created TicketsThe number of tickets that were created today.Resolved TicketsThe number of tickets resolved today.Replied TicketsThe number of tickets replied today.Reopened TicketsThe 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 TicketsThe number of tickets with statuses of New, Pending Internal, Pending External, or On-Hold.Created TicketsThe number of tickets created within the defined time period.Replied TicketsThe number of tickets replied within a defined time period.Reopened TicketsThe 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.FacebookFacebook 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.TwitterTweetThe 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.InstagramInstagram 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.Anytime ChatThe number of tickets created from Anytime Chat.SignalThe number of tickets created from Signal.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 TimeThe 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 MessagesThe average number of messages sent by visitors in a ticket.Avg. Agent MessagesThe 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 PoliciesThe 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 RateThe 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 RateThe 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 TimeTotal time of resolution that were done within the SLA divided by the number of tickets which were resolved within the SLA.Breached TicketsThe 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 TimesThe 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 TimesDisplays the number of times a Task Bot chat reaches the end of a flow.Uncompleted TimesDisplays 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 RateDisplays the percentage ratio of the Completed Times to Total Trigger Times.Total Triggered TimesDisplays the number of times the Task Bot is triggeredThe Triggered Times report metrics vary By Time, By Task Bot, and By Trigger Type tabs you select.Collected LeadsThe Collected Leads report displays the number of leads collected by the Task Bot. You can view the details of the Collected Lead:By TimeBy Task BotTask Bot UsageThe 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 TimeBy Task Bot

AI Agent Reports

AI Agent reports allow you to track the performance and service quality of your AI Agent. The reporting suite has four individual reports available: Chats & Tickets report, Answers report, Rating report, and AI Agent & Human Agent report. To learn more on AI Agent reporting, see this article. Chats & TicketsThis report shows the number of resolved and unresolved AI Agent chats, social conversations, and total AI Agent chat time.Metrics in this report include:AI Agent Only Chats & TicketsThe total number of chats and tickets that occurred between visitors and AI Agent only.Chats & Tickets from AI Agent to Human Agent or Offline MessageThe total number of chats and tickets that are initiated with AI Agent and then transferred to a human agent or left an offline message.AI Agent Chats & TicketsThe total number of chats and tickets that occurred between visitors and AI Agent, including those fully handled by the AI Agent as well as those from AI Agent to human agents or offline messages.Percentage of AI Agent Only Chats & TicketsThe percentage of AI Agent Only Chats & Tickets to the total number of chats and tickets involving an AI Agent.AI Agent Only ChatsThe number of chats that occurred between visitors and AI Agent only. The chats are also included if visitors chose to transfer to a human agent but were missed or refused by agents. Chats from AI Agent to Online Human AgentThe number of chats that are initiated with AI Agent and then transferred to a human agent. Chats that were not successfully connected to agents are not included.Chats from AI Agent to Offline MessageThe number of AI Agent chats and conversations during which visitors chose to switch to transfer to a human agent or were transferred by AI Agent to the human agent via smart triggers when no human agents were online.AI Agent Chat TimeThe total duration when AI Agent chatted with visitors, including in the chats that were transferred to human agents.Human Agent Chat TimeThe total duration when human agents chatted with visitors in chats that were transferred from the AI Agent.This report can be viewed at the account or channel level. And can be filtered by time, by campaign, by AI Agent, or by Answer Type.Answers This report shows the number of Answers, Answered Queries, Unanswered Queries, Percentage of Unanswered Queries and Percentage of Answered Queries. This helps you gain insight into the comprehensiveness of your Knowledge and Topics library.Metrics in this report include:AnswersThe total number of answers the AI Agent provided to visitors. This includes both answered and unanswered queries.Answered QueriesThe number of times the AI Agent successfully responded to visitors using content from Topics and Knowledge sources.Unanswered QueriesThe number of times the AI Agent was unable to answer a visitor’s question.Percentage of Unanswered QueriesThe percentage of Unanswered Queries to the total number of Answers the AI Agent has sent.Percentage of Answered QueriesThe percentage of Answered Queries to the total number of Answers the AI Agent has sent.Answers Report can be viewed and filtered by AI Agent, by Campaign, or by Channel account.Rating In addition to the Helpful/Not Helpful rating on each Answer sent by the AI Agent, visitors can also rate the whole AI Agent conversation on a scale from 1 to 5.Metrics in this report include:Rating TimesThe number of AI Agent Resolved chats rated by visitors within the defined time range.Rating Times of Each Score (Score 1 to Score 5)The number of AI Agent Resolved chats that received each score value. The score ranges from 1 to 5.Avg. ScoreThe average score given by visitors to chats solely managed by AI Agent.This report can be viewed by time or by AI Agent.AI Agent & Human Agent This report compares AI Agent and human agent chat performance in terms of workload, chat efficiency, and visitor satisfaction.Metrics in this report include:ChatsThe total number of chats handled by AI Agents or human agents. Avg. Chat TimeThe average time it took for AI Agents or human agents to finish a chat.Avg. Rating Score - AI AgentThe average score given by visitors to chats solely managed by AI Agent and chats transferred from AI Agent to human agents.Avg. Rating Score - human agentsThe average score given by visitors to chats solely managed by human agents and chats transferred from AI Agent to human agents.Total Chat TimeThe total duration of all AI Agent or human agents chats. This report can be viewed by time, by all chats, or filtered out chats transferred from AI Agent to an agent to compare pure AI Agent and human agents chats.AI Agent Usage The AI Agent Usage report provides data on the AI Reply usage of AI Agent.   Metrics in this section include:AI RepliesThe amount of AI Replies consumed by AI Agent's features. To learn more about AI Replies, see this article. You can view the report by Time and AI Agent. Topics/IntentsThe Topics/Intents report shows the top used Topics/Intents and Categories within a specified time period.             GoalsThe Goals report tracks the number of times that a specific Goal action has been reached within the answer flow. Having a Goal action after certain actions helps you to easily track if the user has gone through a specific path in the flow. You can add a Goal action after the action you want to track. Once the Goal is triggered, it is recorded in the Goals report. To learn more about the Goal action, see this article.Collected LeadsThe Collected Leads report provides the number of leads collected by AI Agent. You can view the report By Time and By AI Agent.Booked MeetingsThe Booked Meetings report provides the number of meetings booked by the AI Agent. You can view the report By Time and By AI Agent.                         

AI Copilot Reports

AI Copilot reports allow you to track the utilization of your AI Copilot. Suggestion VolumeThe Suggestion Volume report tracks how often AI Copilot provides and how frequently agents use auto-suggested answers during chats.Metrics in this section include:Auto Suggested TimesThe total number of answers suggested by AI Copilot shown to agents during chats. Each individual suggestion counts, so multiple suggestions for a single customer query are counted separately. These suggestions are pulled from existing Knowledge sources.Used TimesThe number of times agents clicked on suggested answers provided by AI Copilot. A click indicates that the agent chose to use the suggestion in the conversation.Generative AnswersThe total number of answers created by AI Copilot after agents clicked on the “Generate an answer by AI Copilot” or "Get suggestions".Used Generative AnswersThe number of times agents clicked on generative answers during chats.You can view the report by Time, Department, Agent, Channel, Campaign and Channel Account.Top SuggestionsThe Top Suggestions report highlights the most frequently suggested Knowledge content by AI Copilot and how often agents use those suggestions during chats.Metrics in this section include:Suggested TimesThe number of times a specific Knowledge content was suggested by AI Copilot during chats.Used TimesThe number of times agents clicked on a specific suggested Knowledge content in conversations.Usage RateThe percentage of times a suggested content was used out of the total times it was suggested. (Usage Rate = Used Times ÷ Suggested Times)You can view the report by Time, AI Copilot, Department, Agent, Campaign and Channel Account.

Queue Reports

There are no default reports for Queue. However, you can create Queue reports via building Custom Report.Metrics in this report include:No-show The number of queue sessions that are marked as no-show after being summoned, either by configured time or manually marked as a no-show by agents.% No-show RateThe percentage of all no-show queue sessions to all queue sessions.Queue Session The number of queue sessions that occurred. One queue session is created when a customer joins the queue.Removed The number of queue sessions manually removed by an agent or automatically removed by the system. These customers never get summoned.Served The number of queue sessions that have been served by the agent.% Served Rate The percentage of all served queue sessions to all queue sessions.Serve Time The time it takes for an agent to complete a queue service for customers.Avg. Serve Time The average amount of time agent takes to complete queue services for customers.Max. Serve Time The maximum amount of time agent takes to complete queue services for customers.Min. Serve Time The minimum amount of time agent takes to complete queue services for customers.Summoned The number of queue sessions that have been summoned by the agent.Wait Time The duration of waiting time between customers first joining the queue until they were marked as arrived to get service.Avg. Wait Time The average amount of waiting time between customers first joining the queue until they were marked as arrived to get service.Max. Wait Time The maximum amount of waiting time between customers first joining the queue until they were marked as arrived to get service.Min. Server Time The minimum amount of waiting time between customers first joining the queue until they were marked as arrived to get service.Wait Time from Joined to Summoned The duration of waiting time between customers first joining the queue until they were summoned.Avg. Wait Time from Joined to Summoned The average amount of waiting time between customers first joining the queue until they were summoned.Max. Wait Time from Joined to Summoned The maximum amount of waiting time between customers first joining the queue until they were summoned.Min. Wait Time from Joined to Summoned The minimum amount of waiting time between customers first joining the queue until they were summoned.Wait Time from Summoned to Arrived The duration of waiting time between customers being summoned and marked as arrived for serving.Avg. Wait Time from Summoned to Arrived The average amount of waiting time between customers being summoned and marked as arrived for serving.Max. Wait Time from Summoned to Arrived The maximum amount of waiting time between customers being summoned and marked as arrived for serving.Min. Wait Time from Summoned to Arrived The minimum amount of waiting time between customers being summoned and marked as arrived for serving.

Global Features Report

Availability ReportThe 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-inThis 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 TimesThe total times a canned message was sent by the agents within the defined time range. Agents Used ItThe 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 -WebsiteAgents in ChatOngoing ChatsOngoing Chats with AgentsOngoing Chats with BotCurrent Queue LengthVisitors on SiteLogged-in AgentsChat UtilizationN/AN/AReal-Time – AgentOngoing Chats / Max Concurrent ChatsToday’s ChatsToday’s Linear Chat TimeToday's Agent Status Breakdown SiteDepartmentN/AReal-Time -QueueOngoing Chats/Max Concurrent ChatsAvg. Wait Time in Last 30 MinutesAvg. Wait Time in Last HourAbandoned Chats in Last 30 MinutesSwitched to Messages in Last 30 MinutesCurrent Queue LengthN/AN/AWorkload & StaffingChat VolumeChatsChat Acceptance RateAI Agent to Human Agent Chat Acceptance RateMissed ChatsRefused ChatsChat RequestsVisitsAvg. Chat TimeAvg. Wait TimeSiteCampaignDepartmentVisitorSegment By TimeBy 24/7 DistributionBy Half-Hour DistributionBy CampaignBy DepartmentBy Visitor SegmentOffline MessageOffline MessagesOffline Messages from Offline ButtonOffline Messages from Chat QueueOffline Messages from AI AgentSiteCampaignDepartmentVisitor SegmentBy TimeBy 24/7 DistributionBy Half-Hour DistributionBy CampaignBy DepartmentBy Visitor SegmentChat QueueQueued Chat RequestsChats from QueueSwitched to Offline MessagesAbandoned ChatsRefused ChatsMax. Queue SizeSiteDepartmentBy TimeBy 24/7 DistributionBy Half-Hour DistributionBy DepartmentWait TimeAvg. Wait TimeAvg. Wait Time of Missed ChatsMax. Wait TimeMax. Wait Time of Missed ChatsOverall Avg. Waiting Time SiteDepartmentBy TimeBy 24/7 DistributionBy Half-Hour DistributionBy DepartmentWorkloadLinear Chat TimeIdle timeAgent UtilizationAvg. Concurrent ChatsTotal Chat TimeChatsSiteDepartmentAgentBy TimeBy 24/7 DistributionBy Half-Hour DistributionBy DepartmentBy AgentAgent PerformanceAgent PerformanceAvg. Chat TimeAvg. Wait TimeChatsTotal Chat TimeLast Message Sent by AgentDepartmentAgentBy TimeBy DepartmentBy AgentChat TransferTransferred ChatsInter-Department Transferred ChatsCross-site Transferred-in ChatsCross-site Transferred-out ChatsChatsSiteDepartmentBy TimeBy DepartmentEfficiencyAvg. Agent Response TimeAvg. Agent First Response Time Avg. Wait TimeAvg. Chat TimeAvg. Agents’ Chat MessagesAvg. Visitors’ Chat MessagesAvg. Canned MessagesLast Message Sent by AgentSiteDepartmentAgentBy TimeBy 24/7 DistributionBy Half-Hour DistributionBy DepartmentBy AgentPost-Chat SurveyCountPercentageCampaign· By TimeRatingRating TimesNumber of Score 5Number of Score 4Number of Score 3Number of Score 2Number of Score 1Avg. ScoreSiteDepartmentAgentBy TimeBy 24/7 DistributionBy Half-Hour DistributionBy DepartmentBy AgentProactiveChat StrategyAuto InvitationSentAcceptedAcceptance RateChats from Auto InvitationsSiteCampaignBy TimeBy CampaignBy InvitationChat SourceChatsChats Initiated by VisitorsChats from Manual InvitationsChats from Auto InvitationsSiteCampaign By TimeBy 24/7 DistributionBy Half-Hour DistributionBy DepartmentBy Request PageManual InvitationSentAcceptedAcceptance RateChats from Manual InvitationsSiteAgentBy TimeBy AgentFeature UtilizationChat TransferTransferred ChatsInter -department Transferred ChatsCross-site Transferred-in chats Cross-site Transferred-out chats ChatsSiteDepartmentBy TimeBy DepartmentWrap-UpFor Survey ReportCountPercentageFor Completion ReportWrap-upsChatsCompletion RateFor Survey ReportCampaignFor Completion ReportSiteDepartmentAgentFor Survey ReportBy CampaignFor Completion ReportBy Time By DepartmentBy AgentPre-Chat SurveyCountPercentageCampaignBy TimeConversionsConversionsConversionsChatsChatted VisitorsConverted VisitorsConverted Chatted VisitorsConversion Rate of Chatted VisitorsValueSiteDepartmentAgentConversion ActionBy TimeBy DepartmentBy AgentBy Conversion ActionConversion List Task Bot Reports            Triggered TimesCompleted TimesUncompleted TimesCompletion RateBy SiteBy Task BotBy TimeBy Task BotBy Trigger TypeCollected LeadsN/ABy SiteBy Task BotBy TimeBy Task BotTask Bot UsageN/AN/AN/ABooked MeetingsN/ABy SiteBy Task BotBy TimeBy Task BotAI Agent Reports            Chat & TicketsAI Agent Only Chats & Tickets Chats & Tickets from AI Agent to Human Agent or Offline MessageAI Agent Chats & TicketsPercentage of AI Agent Only Chats & TicketsPercentage of AI Agent Only Chats & TicketsAI Agent Only ChatsChats from AI Agent to Online Human AgentChats from AI Agent to Offline MessageAI Agent Chat TimeHuman Agent Chat TimeSiteAI AgentAll ChannelsLive ChatAnswersAnswersHigh Confidence AnswersPossible AnswersNo Answers% of High Confidence AnswersSiteAI AgentAll ChannelsLive ChatHigh Confidence AnswersHigh Confidence AnswersHelpful RateNot Helpful RateNo RateSiteCampaignAI AgentN/ARatingRating TimesScore 5Score4Score 3Score 2Score 1Avg. ScoreBotN/AAI Agent & Human AgentChatsAvg. Chat TimeAvg. Rating ScoreTotal Chat TimeAll ChatsExclude Chats from Bot to AgentsN/AAI Agent UsageAI RepliesSiteAI AgentN/ATopics / IntentsTop Topics/IntentsTop categorySiteAI AgentN/AGoalsCount of each GoalSiteAI AgentN/ACollected LeadsLeadsSiteAI AgentN/ABooked MeetingsBooked meetingsSiteAI AgentN/A Ticketing & Messaging Reports Real-Time – SiteUnassigned TicketsOpen TicketsNew TicketsPending Internal TicketsPending External TicketsOn-Hold TicketsUrgent TicketsHigh Priority TicketsN/AN/AReal-Time – DepartmentOpen TicketsToday’s Replied TicketsToday’s Resolved TicketsNew TicketsPending Internal TicketsPending External TicketsOn-Hold TicketsUrgent TicketsHigh Priority TicketsN/AN/AReal-Time – AgentOpen TicketsToday’s Replied TicketsToday’s Resolved TicketsNew TicketsPending Internal TicketsPending External TicketsOn-Hold TicketsUrgent TicketsHigh Priority TicketsSiteDepartmentN/AVolumeOpen TicketsCreated TicketsReplied TicketsReopened TicketsAgent MessagesVisitor MessagesResolved TicketsSiteAgentDepartmentChannelsBy TimeBy DepartmentBy AgentChannelsChannelEmailFacebook Wall PostFacebook Visitor PostFacebook MessageTweetTwitter Direct MessageWeChat SMS Message (Twilio)WhatsAppChatOffline MessageInternalLINETelegramInstagram Post CommentInstagram PostInstagram DirectSecure MessagingAnytime ChatSignalSiteAgentDepartmentChannel AccountBy TimeBy DepartmentBy AgentBy Channel AccountEfficiencyAvg. Agent Response TimeAvg. First Response TimeAvg. Visitor MessagesAvg. Agent MessagesAvg. Ticket TimeSiteAgentDepartmentChannelChannel accountBy TimeBy DepartmentBy AgentBy ChannelBy Channel AccountSLA PoliciesSLA First Response RateSLA Avg. First Response Time SLA Next Response RateSLA Avg. Next Respond TimeSLA Resolution RateSLA Avg. Resolution TimeBreached TicketsN/ABy SLA PolicyBy DepartmentBy AgentGlobal Features Reports AvailabilityFor Site or DepartmentOnline timeFor AgentLogged-in TimeOnline TimeTotal Away TimeAway TimeCustom Away TimeSiteDepartmentAgentBy TimeBy DepartmentBy AgentCanned MessagesSent TimesAgent Used It SiteCategoryBy Time