Chat Analytics

Track your Chat Journeys with Ease! Chat Analytics offers basic analytics around your Journeys, Live chats, and rep response times. This article reviews everything available to you as a Chat admin.

Note: This feature is currently in Beta

Table of Contents

• How to Access Chat Analytics
• Journey Analytics
• Live Chat Analytics
• Rep Metrics

How to Access Chat Analytics

Expand the Reports section in the left-hand menu, then click Chat Analytics.

Journey Analytics

Journey analytics allows you to see the progression of visitors through the Journey funnel. You can filter by journey and time period.

Targeted

Targeted tells you how many people saw the chat node on the website. Essentially, how many people met the trigger conditions you have set. 

Responded

Responded is the number of website visitors who responded to your Welcome Message.

Engaged

This is the number of your website visitors who had a second response with the chat widget following their first after the Welcome Message.

Live Chats

This number tells you how many people who interacted with the chatbot were routed for Live Chat to be connected with a member of your team.

Scheduled

This number tells you how many visitors who interacted with the chatbot scheduled a meeting through your Journey.

Salesforce Record Creation & Updates

You can see how many Lead and Contact records were created and updated through your Chat Journey. This will occur if you have added Lead or Contact creation nodes or Lead or Contact update nodes in your Chat Journey.

Live Chat Analytics

Live Chat analytics allow you to see in greater detail the progression of visitors through the Live Chat conversation experience. You can filter by time period.

Routed

This number tells you how many people who interacted with Chat were routed to Live Chat to be connected to a Rep on your team.

Reps Joined

Of the routed Chats, how many Reps joined the conversation and sent at least one message. 

Scheduled

Scheduled lets you know how many visitors scheduled a meeting via Live Chat. 

Rep Availability

The bottom section gives you more insights into your Reps availability. It shows how many reps were available and joined a Live chat, how many live chats were routed but no one was online to live chat with them, and how many live chats were not routed because no one was online. Finally, you can see your average Rep response time for Live Chats.

Rep Metrics

Rep Metrics allows you to see the average response time of your Chat reps by rep. You can filter based on the length of time and Journey.