# Event, link and Virtual Assistant reports

Measure visitor events, chat links, saved responses, Virtual Assistant tasks and offline message demand.

*Release 3.3 · admin, supervisor*

**Reports › General** · **Reports › Live Chat** · **History › Forms**

## 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

1. Select your website, report and date range.
2. Apply the filters offered for that report, then select **Apply Filters**.
3. Read the report legend to distinguish exposure, use and conversation outcomes.
4. 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

### This feature uses

- **Requires** [Report selection and filters](REP-001.md): Provides report selection and filtering.
- **Configured in** [Roles and permissions](ADM-008.md): Report access is controlled by operator roles.
- **Configured in** [Website, channel and subsite access](ADM-009.md): Reporting restrictions can limit the available subsite data.
- **Configured in** [Saved responses](CHAT-015.md): Saved response records supply the content and ownership shown in Saved Responses Summary.
- **Configured in** [Chat links](CHAT-030.md): Chat link settings and referral sources define the entries measured by Link Usage and Link Source.
- **Configured in** [Sales attribution to conversations and operators](COM-021.md): Sales attribution settings determine the purchases included in event and link conversion results.
- **Configured in** [Visitor event rules and actions](ENG-001.md): Visitor event definitions determine the events and actions grouped in event reporting.
- **Configured in** [Visitor popup event setup](ENG-006.md): Popup event settings define the offers and destinations measured by Popup Events.
- **Configured in** [Virtual Assistant task setup](ENG-009.md): Task definitions supply the task names and steps shown in Virtual Assistant reports.
- **Configured in** [Virtual Assistant task drafts and publishing](ENG-010.md): Published task versions determine the structure shown for historical task journeys.
- **Configured in** [Virtual Assistant task steps and branches](ENG-011.md): Task branches and end statuses define the journeys and outcomes shown in task and intent reports.
- **Configured in** [Visitor survey questions and scores](VX-013.md): Survey definitions supply the questions and answers grouped in Event Surveys.
- **Works better with** [Offline messages](CHAT-028.md): Offline Messages lists messages submitted while chat is unavailable.
- **Works better with** [Proactive chat invitations](ENG-004.md): Events and Messages report proactive chat performance.
- **Works better with** [Report downloads and email sharing](REP-019.md): Standard report results support downloads and email.
- **Works better with** [Visitor page and product tracking](VIS-003.md): Page Type Summary groups performance using recorded page types.

### Used by

- **Related** [Offline messages](CHAT-028.md): Offline message reporting lets supervisors review captured contact requests.
- **Related** [Chat links](CHAT-030.md): Entry-point reports help review chat-link referral activity.
- **Related** [Proactive chat invitations](ENG-004.md): Automation reports separate proactive event results from invitations and messages.
- **Related** [Visitor popup event setup](ENG-006.md): Popup Events reports distinguish views, clicks and resulting chats.
- **Related** [Virtual Assistant usage](ENG-025.md): Automation reports use recorded task and step activity to reconstruct journeys and outcomes.
- **Related** [Operation Analysis of visitor and sales activity](REP-017.md): 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**.