Below the Visitor Detail report, you will find the Visitor Waiting Time report. This report also has three separate views (Day, Hours and Embed), which you choose by clicking the view you want from the top left, just above the report’s box.

Let’s first explore the report by Day, where we can see the average time your customers who initiated a live chat waited for an agent to answer their request.

By clicking Hours, we can see for the selected time period, how long a customer waited to have their live chat request answered depending on what hour of the day he attempted to connect with your SalesIQ. Hours that your Zoho SalesIQ is offline will not show a waiting time, as customers do not have the ability to initiate a live chat.

When you click Embed, you view your customers’ average wait time for each embed.