# Chat performance and tab visibility reports

Measure chat demand, responses, operator capacity and how often visitors see and click the chat tab.

*Release 3.3 · admin, operator, supervisor*

**Reports › Live Chat › Chat Performance - Summary** · **Reports › Live Chat › Utilization** · **Reports › Live Chat › Chat Tab Visibility** · **Settings › General Settings › Admin**

## 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, on request | 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, on request | 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

### This feature uses

- **Requires** [Report selection and filters](REP-001.md): These reports use the reporting workspace and its filters.
- **Configured in** Admin settings and feature switches (managed by Powerfront): Powerfront manages the service target and unanswered-proactive report switch.
- **Configured in** [Service levels and response timers](CHAT-029.md): Service targets determine which handling intervals meet the service level.
- **Configured in** [Sales attribution to conversations and operators](COM-021.md): Sales attribution determines which purchases contribute to summary conversion.
- **Configured in** [Proactive chat control group settings](ENG-005.md): Control-group setup determines which eligible visitors are held out of proactive engagement.
- **Works better with** [Proactive chat invitations](ENG-004.md): Proactive measurements need recorded proactive invitations.
- **Works better with** [Visits and returning visitors](VIS-002.md): Recorded visitor traffic supplies traffic-volume measurements.
- **Works better with** [Visitor page and product tracking](VIS-003.md): Recorded page views supply the denominator for chat-tab visibility.
- **Works better with** [Chat tabs for visitors](VX-001.md): Chat-tab visibility measures the visitor chat tab's recorded displays and clicks.
- **Related** [Reports data and metric definitions](REP-002.md): Metric definitions explain the different counting units and reporting periods.
- **Related** [Operator productivity reports](REP-004.md): Productivity reports explain the operator time used in utilisation measures.
- **Related** [Conversation detail and abandonment reports](REP-006.md): Conversation detail helps investigate abandoned and withdrawn work behind summary figures.

## 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.