Event, link and Virtual Assistant reports
Measure visitor events, chat links, saved responses, Virtual Assistant tasks and offline message demand.
What it is
These reports show which automated interactions and entry points customers use, and what happens afterwards. You can review popup engagement, proactive messages, chat links, saved response use and Virtual Assistant task journeys. Offline Messages shows demand submitted when visitors leave a message instead of chatting.
Who uses it and why
- Supervisors compare event performance, inspect task drop-off and check offline demand.
- Administrators use the results to review configured events, links and content with the people who manage them.
Where to find it
With the Reports role, open Reports and use Report Menu:
- Under General, choose Popup Events or Event Surveys.
- Under Live Chat, choose Events, Messages, Page Type Summary, Saved Responses Summary, Link Usage, Link Source or Offline Messages.
- The Live Chat group also contains Virtual Assistant Task Summary, Virtual Assistant Task Detail, Virtual Assistant Intent Summary and Virtual Assistant Conversation Detail.
For form counts, open History from the top navigation and choose Forms in its view selector.
How it works
- Select your website, report and date range.
- Apply the filters offered for that report, then select Apply Filters.
- Read the report legend to distinguish exposure, use and conversation outcomes.
- Open linked results or task journey details where available.
Popup Events separates views, clicks and chats, with associated sales and revenue. Its click rate uses clicks divided by views. Event Surveys shows questions, answers and answer counts for surveys run through visitor events; these surveys are not associated with conversations.
Events groups proactive chat and conversion results by event. Messages groups them by the proactive message. Saved Responses Summary includes response text, ownership and Total Used, which counts messages where that response was used.
Link Usage separates available and unavailable image views and link clicks, plus chats started and failed. Selecting specific chat links changes its rows to hourly intervals. Link Source groups results by the recorded link source.
Virtual Assistant Task Summary separates Successful, Unsuccessful and Canceled outcomes. It also separates operator handling time from assistant handling time. Virtual Assistant Task Detail shows recorded step journeys using historical task versions. Virtual Assistant Intent Summary can exclude unused intents.
In History › Forms, select a date range to see form totals by date and form name. Each result shows the with-chat count followed by the total. The with-chat count uses forms with an associated operator. Export Data downloads a CSV with separate with-chat and total columns.
Configure it
The Reports role controls report access. Someone with the Settings or Manager role can check it at Settings › Account › Operators.
The separate History › Forms view requires the Stats role.
To change what you are measuring, use the corresponding setup screen. Settings or Manager users manage visitor events at Settings › Events › Visitor Events. Bot Trainer users manage tasks at Settings › Bots › Virtual Assistant › Tasks. Settings users manage links at Settings › Chat › Chat Links; users with the Settings or Team Leader role can manage Saved Responses.
Changing a report filter does not change an event, response or task.
Permissions
| Permission | Lets you |
|---|---|
| Reports | Open the available event, content, task and offline-message reports. |
| Stats | Open History, including the Forms view. |
Limits and good to know
- Views, clicks, task executions and conversations are separate measures. Do not add them as though they were unique customers.
- A task's recorded completion status describes its configured outcome. It does not independently prove that the customer's issue was resolved.
- Historical task journeys can reflect an earlier task version rather than the current design.
- Saved response text and offline submissions can contain personal information. Export only the data you need.
- History › Forms counts recorded forms and does not guarantee that every counted form was completed. Do not treat its totals as completed submissions or its with-chat count as proof of an answered chat.
Depends on and works with
+8 more · this feature uses
- Visitor popup event setupConfigured by
Popup event settings define the offers and destinations measured by Popup Events.
- Virtual Assistant task setupConfigured by
Task definitions supply the task names and steps shown in Virtual Assistant reports.
- Virtual Assistant task drafts and publishingConfigured by
Published task versions determine the structure shown for historical task journeys.
- Virtual Assistant task steps and branchesConfigured by
Task branches and end statuses define the journeys and outcomes shown in task and intent reports.
- Report selection and filtersRequires
Provides report selection and filtering.
- Report downloads and email sharingEnhances
Standard report results support downloads and email.
- Visitor page and product trackingEnhances
Page Type Summary groups performance using recorded page types.
- Visitor survey questions and scoresConfigured by
Survey definitions supply the questions and answers grouped in Event Surveys.
View all connections as a list
This feature uses
- Roles and permissionsConfigured by
Report access is controlled by operator roles.
- Website, channel and subsite accessConfigured by
Reporting restrictions can limit the available subsite data.
- Saved responsesConfigured by
Saved response records supply the content and ownership shown in Saved Responses Summary.
- Offline messagesEnhances
Offline Messages lists messages submitted while chat is unavailable.
- Chat linksConfigured by
Chat link settings and referral sources define the entries measured by Link Usage and Link Source.
- Sales attribution to conversations and operatorsConfigured by
Sales attribution settings determine the purchases included in event and link conversion results.
- Visitor event rules and actionsConfigured by
Visitor event definitions determine the events and actions grouped in event reporting.
- Proactive chat invitationsEnhances
Events and Messages report proactive chat performance.
- Visitor popup event setupConfigured by
Popup event settings define the offers and destinations measured by Popup Events.
- Virtual Assistant task setupConfigured by
Task definitions supply the task names and steps shown in Virtual Assistant reports.
- Virtual Assistant task drafts and publishingConfigured by
Published task versions determine the structure shown for historical task journeys.
- Virtual Assistant task steps and branchesConfigured by
Task branches and end statuses define the journeys and outcomes shown in task and intent reports.
- Report selection and filtersRequires
Provides report selection and filtering.
- Report downloads and email sharingEnhances
Standard report results support downloads and email.
- Visitor page and product trackingEnhances
Page Type Summary groups performance using recorded page types.
- Visitor survey questions and scoresConfigured by
Survey definitions supply the questions and answers grouped in Event Surveys.
Used by
- Offline messagesRelated
Offline message reporting lets supervisors review captured contact requests.
- Chat linksRelated
Entry-point reports help review chat-link referral activity.
- Proactive chat invitationsRelated
Automation reports separate proactive event results from invitations and messages.
- Visitor popup event setupRelated
Popup Events reports distinguish views, clicks and resulting chats.
- Virtual Assistant usageRelated
Automation reports use recorded task and step activity to reconstruct journeys and outcomes.
- Operation Analysis of visitor and sales activityRelated
History Forms provides a separate breakdown of recorded forms by name and date.
FAQ and troubleshooting
Why are event survey answers missing from conversation survey results?
Use Event Surveys. These surveys run through visitor events and are not associated with conversations.
Why does a task diagram differ from the current task?
The selected period can include an older version. Historical journeys use archived task information.
Does Total Used count people who saw a saved response?
No. It counts messages where the saved response was used.
Why are there no unused intents in the results?
Check whether the option to exclude unused intents is selected in Virtual Assistant Intent Summary.