The chat report's "Initiation" section
This correspondence report subsection lists all correspondence initiators over the selected period. Each chat initiator has the following listed on them:
- The number of chat attempts and their share in the overall amount of attempts, expressed in percentage.
- The number of full-fledged chats among these attempts and their share in the overall amount of chat attempts, expressed in percentage.
The first line (highlighted in red) displays chats initiated by visitors, if any took place over the selected time period.
Further is the list of all operators who initiated chats by themselves in the selected time frame (highlighted in green).
By following the ratio between full chats and the overall number of help offers and by correcting phrases and other parameters pertaining to addressing visitors you can work out the most efficient tactic of calling visitors manually.
Following the operators is the full list of filters that were triggered in regards to the visitors over the specified time period, or the automatic invitation. In terms of statistics these chat initiators are in no way different from those of operators. You can observe which filters the visitors respond to more often and, by correcting message conditions and text and by adding new filters, achieve maximum efficiency in processing the site visitor flow.
All automatic invitations and filters are highlighted in blue. Titles begin with the word "AUTO:", followed by the filter name, or "Automatic invitation" if you used the simplified automatic message mechanism.