Visitor Waiting Time Report
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.
Related Articles
Visitor Waiting Time Ratio Report
The next report you can view in the Visitors section, is the Visitor Waiting Time ratio, where you can see what percentage of your visitors (and how many visitors that is) wait before an user answers their chat request. The waiting time segments ...
Configuring Waiting Time for Embeds
When a customer clicks to connect with you through one your embeds, you can configure the amount of time your users have to answer and initiate a new chat from an incoming chat request. If an user doesn’t answer the chat request in the pre-defined ...
Visitor Details Report
The first report in the Visitors section, is the Visitor Details report. This report is really three reports in one, as you have the option to run this report and visualize your total visitor interactions by day, by hour or by embed. To switch the ...
Visitor Status Report
The Visitor Status report displays in a bar graph all of your visitors for the defined time of the report—broken down into their status—Attended Online, Attended by E-mail, Closed or Missed. This report displays results for all your departments by ...
Attending the Waiting Visitors Chat
There are instances for a visitor to initiate a chat, while they have been tracked in. The proactive chat window displays a “pick up” button, while the visitor action in tile changes to "Waiting". A click on the "pick up" button will open the chat ...