Reports

Table of contents

Chats
Rating
Availability
Triggers
Referral

Chats

This statistic shows the number of normal and missed chats by your agents at any given time.

1

  • Normal chats: These are chats served or successful chats which are contain both agent and visitor. This give you an overview of an agent’s chat load in any given time period.

Normally, the higher volume of chats agents served, the more leads you will have.

  • Missed chats: which are started by visitors but there is no agent joining in. In some ways, those visitors were not served so they could be very upset, unsatisfied. You should find the solutions to reduce this number.

You can use filtering option to see the chats for particular departments or agents in a certain period of time

Rating

This report shows you how happy your customers are with your service. Visitors can vote Good (Satisfied) or Bad (Not satisfied). Subiz also displays unrated conversations.

2

You should get this number of Bad rated chats down because it implies that your customers felt uncomfortable or nothing special in your website’s customer service. For more details, you can filter to review content of bad rated chats in History.

Availability

In this graph, you can the online time of individual agents or particular departments in a given time period. It measures how much time did agents serve the chats. Subiz doesn’t provide away time because agents were not available to reply chats from visitors.

Chat timings will effect to chat volume. As a matter of fact, the lower available time was, the less conversation agents served.

For example, you can use Gooogle Analytics to figure out the particular part of the day that your website is accessed by the largest number of visitors and try expanding the chat use past that hours.

Trigger

Trigger report provides you how many trigger was fired sucessfully in a given time period. You can set up trigger in Settings > Trigger

Referral

You can earn commission by referring Subiz to your friends or customers. Referral report will let you know the number of referred accounts you’ve got.