Chats received by agents can be categorized into four types:Broadcast, Proactive, Missed and Offline. Broadcast chats are initiated by the user specifically to ask a question. The missed chat count tells you the number of chats missed by the agent. It helps you gauge agent performance and keep a tab on the number of missed opportunities.
Our weekly chat report helps you get an overview of the total number of chats received during the week. Add agents to meet demand during holidays based on chat volume. Offer the best live support in your industry with advanced reports and real-time analytics.
Our chat duration report tells you the average duration and length of chats in the given time period. In the sample graph, since 48% of the chats are less than 10 lines, your visitors have fewer questions or a majority of them stumbled on the wrong site.
Learn what kind of coverage your live chat provides through our hourly chat report. Use this information when trying to create more sale opportunities or considering hiring more agents for your live support.
Viewing data from multiple perspectives is one way to convert data to information. Filters can help the user zoom in on specific information. Filters in ClickDesk's live chat analytics reports include date range, agent name, department and type of chat.
Effectively manage agents by silently monitoring and coaching them. Get a clear picture of your agent activity at a glance. Proactively coach them or assist them during online chat.
SLA monitoring and reporting is all about delivering the value promised to the customer. Stay on top of your current support service level - from live support to email helpdesk - with our help desk metrics reporting.
Our ticket status reports help you manage helpdesk tickets and live support. Weekly ticket reports highlight daily ticket activity of note, including stats on new, opened and closed helpdesk tickets. Grow your business the smart way with ClickDesk's help desk metrics report and live chat analytics.