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Live chat analytics provides you an overview of your chat and agent activity. With the help of this data, you can optimize your customer support strategy and improve its efficiency. For viewing the chat analytics, you need to click on ‘Chats’ under the Reports menu on your dashboard.
The main components of chat analytics are:
The chat history allows you to compare the volume of chats with their timing trends, on an hourly, daily, or weekly basis. You can figure out your busiest periods by observing visitor wait times, response times, satisfaction ratings, acceptance rate, and the number of chats served and missed by your agents at any given time. The graph also shows the chats handled successfully and missed chats.
The offline chat option allows your website visitors to send chat messages to your agents even if they are not available.
A chat counts as missed chat, if there was no reply from the support agent
You can measure your customer satisfaction with your live chat service at the end of the conversation.
The Chat Analytics gives us an overview of the below elements:
Note: You can see the chat analytics hourly, daily, weekly, monthly, or yearly.