Reports Summary



Video About: How to Monitor Your Chat Operator Performance


Chat Reports provide you with all the information regarding your operators' chat activity and their performance. You can monitor, analyze, and work on areas of improvement as needed. Data is presented through multiple visual elements, each representing a specific graph chart detailing particular data.


Chat Reports display chat information through the following widgets:


Each widget is explained further below in the article.


How to Access the Chat Reports


Step 1: On your ProProfs Chat dashboard, click on "Reports," which will take you to the "Summary" section. As shown in the screenshot below, you can see all the widgets highlighting different chat statuses such as Total Chats, Rated Chats, Rating, and more.


Navigate to Reports and click on Summary


Step 1.1: You can share the complete chat report by clicking the share button and sending the provided link.


You can share the complete chat report


Step 2: Click on each widget to view its corresponding graph chart.


Click each widget to view its corresponding graph chart


All widgets provide the following common functionalities:

  • Sort the data by hours, days, weeks, and months.
  • Save the graph as an image.


Sort the data in terms of hours, days, weeks, and months


Now, let's elaborate on each widget:

  • Total Chats: This widget shows the number of incoming chat requests you receive. The data lets you know the intensity of incoming chat traffic and if there's a specific time frame or date when the number of chat requests is highest.


Total Chats


Are we getting busier with more chats


  • Offline Messages: It shows the number of tickets converted from offline messages when your operators were offline. Depending on the frequency of tickets, you can determine if your chat schedule requires any changes.

Offline Message


  • Rated Chats: View the number of chats rated by your customers/website visitors to understand what proportion of your chats are rated out of the total chats. More data will provide better insights into the quality of your chat support.


Rated Chats


Are customer rating their chat experience


  • Rating: It shows the scores your chats are receiving, helping you analyze the performance of chat support over time. You can see the level of quality consistently delivered by your chat operators, identify improvement areas, and work on them accordingly.




Is our chat rating improving over time


  • Missed Chats: It shows the number of missed chats over a specific time period. To view individual missed chat details, click on the "Missed Chat Details" icon. This opens up the Missed Chat Details screen, highlighting individual missed chats along with their dates and times.


Missed Chats


Is our missed chats going down

This opens up the Missed Chat Details screen highlighting individual missed chats along with their date and time.


Missed Chat Details screen highlighting individual missed chats along with their date and time


  • Response Time: See how much time your operators take to respond to chats. This helps in understanding the efficiency of your operators in handling chats.


Response Time


Is our response time going down


  • Login Period: As the name indicates, it shows the login duration of your chat operators.


Login Period


How long were the operators online


  • Chats Duration and Average Chats Duration: It shows the time your operators are actively engaged in chats. Depending on whether you want to view individual time or collective time of your operators, this graph displays the total or average time your operators spent actively chatting.

hats Duration and Average Chats Duration


What is our total chat time


  • Chat Summary: It offers comparative data for chat requests, accepted chats, and missed chats. You can also choose to exclude a particular parameter. For example, the Accepted data is struck off, as shown in the screenshot below.


Chat Summary


Additionally, you can export the hourly report in Excel format by clicking on "Export Hourly Report."


Export Hourly Report


Using the Reports Summary, you can gain valuable insights into your chat operator performance and the overall efficiency of your chat support. The various widgets and functionalities allow you to track key metrics, identify areas for improvement, and make data-driven decisions to enhance your chat support services. By regularly monitoring these reports, you can ensure that your chat operators provide a high-quality customer experience, leading to increased customer satisfaction and business success.


That's all you need to know about the Reports summary. If you encounter any issues or have any questions, don't hesitate to reach out to our support team



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