Reports

The Reports section displays the reports menu. The Engagement report is displayed by default.

ReportDescription
Engagement

The real-time chat engagement report. See Engagement Report.

The engagement report provides access to chat transcripts and all chat engagement data.

Account UtilizationStatistics on use of the Velaro account. See Account Utilization Report.
Customer Satisfaction

Access to customer satisfaction reports. See Customer Satisfaction.

VisitorAccess to visitor reports. See Visitor Report.
QueueStatistics on visitor queue wait times. See Queue Report.
Agent UtilizationStatistics on agent utilization. See Agent Utilization Report.
Agent AvailabilityStatistics on agent availability. See Agent Availability Report.
Service LevelStatistics on chat service level performance. See Service Level Report.
Canned MessageUse and performance of canned messages. See Canned Message Report
Missed chat snapshotA dashboard that displays the result and agent availability for each missed chat. See Missed Chat Snapshot.
Change logA listing of all the administrative changes to the application. See Change Log.
CallStatistics on the click-to-call feature. See /wiki/spaces/ITSD/pages/228425836.