Customer
The Customer Stats section provides visibility into how users interact with your live chat system, focusing on how effectively your agents handle incoming queries and how many users abandon the queue without getting help.
It consists of two major views:
1. Queue Conversion
What it shows
This tab measures how many users:
- Entered the chat queue (Total Users in Queue)
- Were connected to a live agent (Users Connected to an Agent)
- Abandoned the chat before speaking to anyone (Abandoned Users)
Why it’s important
Queue conversion data helps you answer:
- Are users getting connected to agents quickly?
- Are people leaving before help arrives?
- Are we properly staffed during peak times?
This helps your team:
- Improve customer experience
- Reduce abandonment
- Optimize staffing
Business Use Case
Example: If you see that 40% of users abandoned the chat queue, it may suggest that users are waiting too long. This is an indicator to:
- Hire more agents
- Reduce response time
- Implement a chatbot to greet users immediately
2. Queue Abandonment
What it shows
This tab lists users who left the queue without ever speaking to an agent. It includes:
- Name
- Location
- Date of abandonment
Why it’s important
Abandonment = lost opportunity.
- You may be losing sales, feedback, or support cases.
- Knowing who left allows your team to follow up if emails are available.
- Repeated abandonment from the same region or time of day could signal performance or staffing issues.
Business Use Case
Example: If two users from “Herndon, Virginia” left the queue at the same time, it might indicate a system delay or outage. This kind of visibility lets you investigate and fix real-time issues.
Best Practices
- Monitor queue conversion daily or weekly
- Set alerts for high abandonment rates
- Use insights to train agents or modify routing logic