Chat performance and tab visibility reports
Measure chat demand, responses, operator capacity and how often visitors see and click the chat tab.
What it is
These Live Chat reports show demand, responses and capacity. Chat Performance - Summary compares engagement outcomes, Utilization shows time-based demand and handling, and Chat Tab Visibility measures the visitor entry point.
Who uses it and why
Supervisors use the reports to identify busy periods and unanswered demand. Operators with the Reports role review handling activity. Administrators review engagement and chat-tab performance alongside the settings that affect them.
Where to find it
Open Reports › Live Chat, then choose Chat Performance - Summary, Utilization or Chat Tab Visibility.
How it works
Choose the website and dates, select the filters offered by the report, then select Apply Filters.
Chat Performance - Summary compares the control group, visitors with no chat, proactive outcomes and reactive outcomes. Its Pool changes meaning between groups:
- Control and no-chat groups use visitors.
- Proactive groups use invitations sent.
- Reactive groups use requests received.
Read response and conversion rates against the relevant group. Where Merge Chats is offered, it treats repeated chats between the same operator and visitor during a day as one chat.
Utilization reports traffic and operator time alongside proactive invitations, reactive requests, answered work, abandonment, withdrawal, queue time and service levels. Use Report By to choose the available hourly or daily grouping. Results stop at available reporting data.
Chat Tab Visibility separates online and offline tab views and clicks. Total Views and Total Clicks combine those states. Chat Tab View % divides tab views by Total Page Views. Clicks / Views (Total) divides total clicks by total tab views.
Visibility can be grouped by hour, day, brand, region, country or subsite, including time breakdowns for those groups. Hourly choices support date ranges of seven days or fewer; longer ranges use daily equivalents.
Configure it
Powerfront can change Chat WFM Service Level Target (secs) for you. It controls the target for assigning chats to operators; it is separate from the time taken to send the first reply.
Powerfront can also change Hide Unanswered Proactive column from Reports. This hides unanswered proactive breakdowns and changes applicable summary totals. Its initial value depends on whether reporting was configured when the website's reporting options were first set up.
Chat-tab configuration and proactive engagement rules affect the activity these reports measure. Review those features when changing the visitor experience, then compare equivalent reporting periods.
Settings
| Setting | Where | Applies to | Default | Who can change it | What it does |
|---|---|---|---|---|---|
| Chat WFM Service Level Target (secs) | Settings › General Settings › Admin | website | 0 seconds | Powerfront | Sets the assignment-time target used for chat workforce service-level measurements. |
| Hide Unanswered Proactive column from Reports | Settings › General Settings › Admin | website | Off when reporting is configured at initial setup; otherwise On | Powerfront | Hides unanswered proactive breakdowns and omits their contribution from applicable summary totals. |
Permissions
| Permission | Lets you |
|---|---|
| Reports | View chat performance, utilisation and visibility reports. |
Limits and good to know
- A tab view is a display, not a unique person. One visitor can generate several views or clicks.
- When page views are zero, Chat Tab View % is zero.
- In the time-based visibility view split by subsite, rows can share the period's page-view count. Use the total row; do not add that repeated denominator yourself.
- Control-group and no-chat rows describe different visitor groups. Their conversion difference alone does not prove that chat caused a purchase.
- Availability time is accumulated operator time, so several operators can contribute time to the same hour.
Depends on and works with
+4 more · this feature uses
- Conversation detail and abandonment reportsRelated
Conversation detail helps investigate abandoned and withdrawn work behind summary figures.
- Visits and returning visitorsEnhances
Recorded visitor traffic supplies traffic-volume measurements.
- Visitor page and product trackingEnhances
Recorded page views supply the denominator for chat-tab visibility.
- Chat tabs for visitorsEnhances
Chat-tab visibility measures the visitor chat tab's recorded displays and clicks.
View all connections as a list
This feature uses
- Admin settings and feature switches · managed by PowerfrontConfigured by
Powerfront manages the service target and unanswered-proactive report switch.
- Service levels and response timersConfigured by
Service targets determine which handling intervals meet the service level.
- Sales attribution to conversations and operatorsConfigured by
Sales attribution determines which purchases contribute to summary conversion.
- Proactive chat invitationsEnhances
Proactive measurements need recorded proactive invitations.
- Proactive chat control group settingsConfigured by
Control-group setup determines which eligible visitors are held out of proactive engagement.
- Report selection and filtersRequires
These reports use the reporting workspace and its filters.
- Reports data and metric definitionsRelated
Metric definitions explain the different counting units and reporting periods.
- Operator productivity reportsRelated
Productivity reports explain the operator time used in utilisation measures.
- Conversation detail and abandonment reportsRelated
Conversation detail helps investigate abandoned and withdrawn work behind summary figures.
- Visits and returning visitorsEnhances
Recorded visitor traffic supplies traffic-volume measurements.
- Visitor page and product trackingEnhances
Recorded page views supply the denominator for chat-tab visibility.
- Chat tabs for visitorsEnhances
Chat-tab visibility measures the visitor chat tab's recorded displays and clicks.
FAQ and troubleshooting
Why can I not select hourly visibility for a long period?
Hourly visibility is limited to seven days. Choose daily grouping or shorten the range.
Why is Chat Tab View % different from my views divided by visitors?
Its denominator is Total Page Views, not Traffic Volume.
Why is the proactive answer rate different from the reactive answer rate?
Proactive activity starts with invitations sent. Reactive activity starts with requests received. The rates describe different stages of engagement.
Why did enabling Merge Chats change the summary?
Repeated chats between the same operator and visitor on the same day are combined, changing the chat count used by the report.