Broadcast acceptance and queue action reports
Review broadcast offers, transfers and queue actions to explain how conversations reached operators or other handling paths.
What it is
These reports explain routing activity around a conversation. Broadcast Acceptance Report summarises the offers, Broadcast Log Report lists operator actions, and Transfer Chat shows transfers. Queue Actions follows visitor use of alternatives offered while queuing.
Who uses it and why
Supervisors investigate missed offers, slow acceptance and transfers. Administrators check whether queue alternatives are being used and whether they lead to handled conversations or sales.
Where to find it
Open Reports › Live Chat and choose Broadcast Acceptance Report, Broadcast Log Report, Transfer Chat or Queue Actions.
How it works
Choose dates and the report's available filters, then select Apply Filters.
Broadcast Acceptance Report shows each chat's broadcast pool, missed and declined offers, acceptance, acceptance time and accepting operator. It also separates acceptance expiry from cancellation by the customer.
Broadcast Log Report lists the chat, operator, action and time. Use its action and conversation filters to investigate a specific sequence.
| Action | Meaning |
|---|---|
| Missed | The operator missed the broadcast and no other operator accepted the conversation. |
| Missed But Accepted Others | The operator missed the broadcast but another operator accepted it. |
| Declined | The operator declined the offer. |
| Accepted | The operator accepted it. |
| Cancelled | The customer cancelled the broadcast. |
Transfer Chat shows the operators and handling details involved in transfers. Use it alongside the conversation history to understand where work moved.
Queue Actions reports action views and clicks, Virtual Assistant task use and success, and any resulting text conversations. Its downstream measures include active and abandoned text conversations, sales, average conversion, average order value and total sales value. Supported linked counts open further detail.
Configure it
These are reporting views; they do not change routing. Select the reporting dates and filters here. With the Settings role and Settings › Channel permission, change broadcast rules in the corresponding operational feature. Use the Settings role for queue options and the Bot Trainer role for assistant tasks. Ask Powerfront to change broadcast timing and notification options.
Use the Reports role to access the reports. Report-specific filters differ: broadcast acceptance offers operator, team and website breakdowns, while broadcast log offers action and conversation selection. Queue Actions uses a date range.
Permissions
| Permission | Lets you |
|---|---|
| Reports | View broadcast, transfer and queue-action reports. |
Limits and good to know
- One chat can be offered to several operators and create several log rows. Offers and actions are not unique conversations.
- A missed offer does not always mean a lost conversation. Check whether another operator accepted it.
- Acceptance expiry and customer cancellation describe different outcomes.
- A queue-action view is not a click, a task start or a successful task completion.
- Queue-action conversion describes sales associated with the resulting text conversations. It is separate from the action's click rate.
Depends on and works with
View all connections as a list
This feature uses
- Chat queueConfigured by
Actions while waiting in Queue defines the action buttons and tasks measured by Queue Actions.
- Broadcast for acceptanceEnhances
Broadcast offers supply acceptance and action history.
- Transferring conversationsEnhances
Transfer activity supplies the Transfer Chat report.
- SMS number and channel setupEnhances
Queue actions can produce text conversations with reported outcomes.
- Sales attribution to conversations and operatorsConfigured by
Sales attribution settings determine which purchases contribute to Queue Actions conversion and revenue.
- Virtual Assistant task steps and branchesEnhances
Queue actions can start Virtual Assistant tasks whose use and success are reported.
- Report selection and filtersRequires
These reports use the reporting workspace.
- Conversation detail and abandonment reportsRelated
Conversation detail shows what happened after a broadcast offer, transfer or queue action.
Used by
- Broadcast for acceptanceRelated
Broadcast reports help supervisors review accepted, declined and missed offers.
- Transferring conversationsRelated
Transfer reports help supervisors review handovers and their outcomes.
- Conversation detail and abandonment reportsRelated
Broadcast and transfer logs help explain the routing actions behind unanswered conversations.
FAQ and troubleshooting
Why are there more broadcast actions than chats?
A chat can be offered to several operators, with an action recorded for each offer.
Why is an operator marked as having missed a handled chat?
Another operator may have accepted it. Look for Missed But Accepted Others in Broadcast Log Report.
Why did a queue-action click not create a text conversation?
Inspect the task-use and success measures. Clicking the action, completing its task and creating a text conversation are separate stages.
Where can I check what happened after a transfer?
Use Transfer Chat, then open the conversation's history or detail report to review subsequent handling.