Key metrics to track in your live chat

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Think of it this way, a restaurant, for example, could have the best menu prepared by the best chef in the world. However, if the wait staff is rude and inattentive, even the hungriest of potential customers may go elsewhere because they prefer to feel appreciated.

Here's a look at some metrics you should pay attention to belgium consumer mobile number list if you have live chat on your website.

1. Amount of conversation
As the name implies, this simply tells you the number of chats being filtered. It is a metric that is usually measured over a specific time frame. For example, you can view it by day, week, month or more.

Please note that it is not just about the number of calls handled. If there were missed calls for any reason, including clients who could not cope with the wait time, this will still be taken into account.

Note, however, that this is not a good metric in isolation for tracking the success or failure of live chat. You have to consider it alongside other data points to get the full picture.

2. Conversations by day
This is briefly alluded to in the point above. You may have a system that gives your totals as an aggregate, but you want to look at things in a slightly more detailed way.

Here you can use the Chats per Day metric to get an idea of ​​the number of conversations your team had per day during the work week.

You might want to see what performance looks like each day, or you might want to get an idea of ​​your highest chat activity and which days you can expect it.