Reporting & Analytics

Optimize with Robust & Easy to Read Reports

The hallmark of serious live chat providers is the ability to accumulate data and provide it to users in a format that results in actionable information.

Why is Reporting Important?

Reporting on performance is key to increasing the number and effectiveness of chat interactions. One of the things customers get from top tier live chat providers like Bold Software is robust historic data about visits and chat interactions. The ability to query the data in an ad hoc fashion is also available and, for larger chat operations, critical.

Example Reports

Total number of chats
Invitation acceptance rate
Total chat engagement rate
Total missed chat opportunities
Hourly breakdown
And more...

View a sample Basic Summary report

In the BoldChat Pro and Premier editions, as well as all BoldCCM products, a complete reporting engine and scheduler is included. Run chat reports, visit reports, conversion reports, and more.

View a sample report

Download a sample Agent Productivity report

Advanced Analytics and Out-of-the-Box Reports Speed Optimization

Interpreting the underlying data associated with live website engagements is its own science. Bold Software products include tools that facilitate the rapid transformation of this data into actionable information. Users, supervisors, and administrators can easily:

Determine proper staffing
Pay commissions
Identify the most successful proactive invites
Track agent responsiveness
Measure marketing program effectiveness
And more

Bold Software houses multiple data points and then provides an intuitive reporting capability to turn the raw inputs into useful information. The result is improved performance in the least amount of time.

Live Chat Report Chart

Conversion Tracking and Commissioning
Proprietary HTML-based conversion tracking mechanism allows firms to set up a wide variety of desired website actions and track them in concert with their chat and click-to-call operations. Bringing conversion tracking into the live engagement spectrum provides a view unavailable with other website analytics tools; businesses can see which chats or click-to-calls lead to sales, which operators have the highest close rates, and other ancillary data which impacts conversions rates.

Two views of conversion data are provided – a grid view which allows at-a-glance performance analysis, and the inclusion of the metrics into the reporting engine. Conversion tracking passes value information and shared operator data enabling accurate commissioning of agents.

Reporting Conversions

API
A supported and fully documented API is available for businesses that wish to extract BoldCCM data from the hosting environment in order to combine it with internal systems or to further manipulate it.

Scheduling and Templates

Each product edition includes an automated way to have the information you need delivered automatically. BoldChat Pro/Premier and the BoldCCM suites include reporting templates with default settings that provide useful information. The templates can be easily customized and new templates created for future use.