Now that we have traffic on our live chat, we want to see its performance!
Except for the standard widgets we all know (channel/agent performance, FRT, RT) we have prepared some extra metrics you can see in our reports with the Custom Dashboards :)
You can find the once you click add widget on any of your dashboards, they are in the Live Chat folder.
Number of customers abandoning Live Chat
Shows the number of customers that left while waiting in the queue for the agent in the last XYZ time - You can define this period as you wish.
Little hint here: 24h = 1440 mins, 1 week = 10080 mins and 30 days = 43200mins
Average Handling Time (AHT)
AHT shows how long does it take to your agents to resolve the Live chat session on average. It is measured from the moment when the live chat session is assigned to an agent until it is closed.
Live chat open per country and language
Remember when we were looking at the browser info about our customer?
With these two widgets, you can see this information compiled into a doughnut chart
Well done, now you know everything there is about Live chat!