This section of the user guide is focused on live chat analytics. To help you navigate the article we have broken it down into the following sections:




What are analytics?


The Analytics dashboard allows you to monitor the performance of live chat in real time via graphs and other high-level statistics that provide an overview of live chat usage and missed chats. 



Who has access to Live Chat Analytics?


The Live Chat Analytics page is available to individuals with the following permissions: 


Administrative

Standard

Limited

View Other Offices

Dashboard - View



*Except Limited Users
Dashboard/Missed Chats - Filter by Agent



Missed Chats for self - View



Missed Chats for all - View



Missed Chats Agent Specific Panel - View




For more information on user permissions, review the User Roles & Permissions article.


How do I view the Analytics page?


Under the Live Chat section, select Analytics. There are two analytic pages, Dashboard and Missed Chats. 

Dashboard


Note: The number of live chat transcripts may not match the analytics because queue-only conversations are not included in analytics, but transcripts are created to document those conversations. Queue-only conversations are conversations that take place before the agent and live chat participant interact.


The Dashboard allows you to monitor your live chat in real-time via graphs and other high-level statistics that provide an overview of your live chat usage.


Administrative-level users can sort Dashboard analytics by office and agent by selecting the filter button. There is also a toggle if these users want to include testing interactions in analytics.


The following charts/data points are available on the Dashboard tab to help review Live Chat statistics:


Chats (All-time)

This number is the total amount of live chat conversations since your institution launched live chat.


Chats per day

Graphical representation of the number of chats on a given day. This graph will change based on your filter options. 


Chats By Hour

Graphical representation of the average number of chats by the hour. This graph will change based on your filter options.


Chats By Day

Graphical representation of the average number of chats by day of the week. This graph will change based on your filter options. 


Avg. Wait Time

Amount of time after the student has requested to speak with a live chat agent until someone takes the conversation and engages with the live chat participant. This number will change based on your filter options. 


Avg. Chat Session Length

The average amount of time spent with the live chat participant. This number will change based on your filter options. 


Avg. Response Time

The average amount of time to respond to a live chat participant's question within a conversation. This number will change based on your filter options. 


Chats Per Agent

Graphical representation of the total number of chats handled by individual agents. This graph will change based on your filter options. 


Avg. Interactions Per Conversation

The average number of individual interactions exchanged between a live chat participant and an agent during a conversation. This number will change based on your filter options. 


Missed Chats

Percentage of total chats in the filtered date range by filtered office that were missed. See below for missed chat criteria. This percentage will change based on your filter options. 


Avg. Agents Online By Hour

Graphical representation of the average number of agents online by hour. This graph will change based on your filter options.


Avg. Agents Online By Day

Graphic representation of the average number of agents online by day. This graph will change based on your filter options. 


Missed Chats

Missed chats are counted based on the following criteria:

  • If a live chat participant requests live chat and then leaves before connecting with a live chat agent 

  • A live chat agent logs off before engaging with a live chat participant that was waiting in the queue, and no other live chat agents are online 

  • A live chat participant requests live chat and then decides to leave a message before connecting with a live chat agent. 

Note: A missed chat will be recorded for each agent online when a chat was missed.



The Missed Chats page shows the following analytics. All analytics are responsive to the date range indicated using the filter:


Missed Chats Per Day/Week/Month

Graphical representation of the total number of missed chats in a day/week/month. This graph will change based on the size of your filtered date range.

Total Missed Chats

Numerical representation of the total number of missed chats in the filtered date range. 


Average Per Day/Week/Month

Numerical representation of the average number of missed chats in a day/week/month. This title will change based on the size of your filtered date range.


Average Per Agent

Numerical representation of the average number of missed chats by agents. This is not the average for any specific agent but rather the average number of missed chats for all agents. This number will change based on your filtered date range.


Missed Chats By Hour

Graphical representation of the total number of missed chats by hour on any given day within the filtered date range.


Missed Chats By Day

Graphical representation of the total number of missed chats by day of the week. This graph will change based on the filtered date range.


Missed Chats By Agent

Numerical representation of the total number of missed chats by agent. These numbers will change based on your filtered date range.