Read the reports

How many, how fast, and whether chat sells.

Reports, with a period to choose. Four blocks.

Volume and speed

Conversations, unanswered, spam, rating. First response time and resolution time, as an average and as a median — the median is the more honest one: a single conversation forgotten over a weekend blows up the average. By day and by agent.

The queue

How many people waited, how many left before anyone answered (abandoned), and how many are waiting right now. If that number goes up, it's the hours or the team you need to look at, not the chat.

The sales funnel

Visitors → wrote → left a contact → bought, and the amount billed after a conversation. An order counts if it was placed after chatting, by the same person; the number is there to answer “is it worth it”, not to flatter.

What isn't there yet

Team availability hour by hour and staffing forecasts. Written here so you don't go looking for them.

A question that isn't here? The bubble at the bottom right is us. Or ken@krealomedia.com.