Chat Routing Report

Learn more about the Chat Routing Report in ProProfs Chat, a powerful tool that provides a comprehensive view of your chat operations. This report allows you to track the entire chat path, from start to finish, including response times. It also identifies missed chats and their operators, offering valuable insights to optimize your customer service.

Dive into this article to understand how to effectively utilize this feature.

Here's what the reporting interface will look like:

How to Use the Report

You can use the report to analyze how well your chat routing logic is working and identify any issues or areas for improvement. You can also filter the report by date range and status to get more specific insights.

To access the chat routing report in ProProfs Chat:

1. Go to Reports in the top navigation menu in your ProProfs Chat account.

2. Select Chat Routing from the list of available reports on the left panel. Routing report will open.

3. Here, you can do the following:

a. Filter incoming chats based on their status: All, Accepted, Missed

b. Select the date range

c. View the timeline of a chat

Click View Transcript to check the conversation between the visitor and the operator.

You can scroll down the timeline section to track the complete journey of an incoming chat:

And that's it! If you encounter any issues or have any questions, don't hesitate to reach out to our support team.