Rep Performance 📊
Answered requests: Call requests from visitors answered by agents
Proactive calls: Call attempts made by agents
Proactive accept %: % of proactive calls accepted by visitors
Takeovers: Number of times a rep takes over a visitor's screen
Session views: Visitor sessions viewed by a rep
Avg call time: Average time a rep spends on calls with visitors
Avg rating: Average rating given to reps by visitors
Overview 🟢
Calls held: Total connected calls vs previous period
Missed calls: Incoming call requests not answered
Conversations held: Total 2-way chats between agents and visitors
Missed visitor conversations: Total unanswered inbound chats
Meetings booked: Number of meetings booked via the widget
Graphs 📈
Total calls: Inbound call requests. Visitors still need to accept callbacks after agent answers.
Total conversations: All chats between agents and visitors
Missed/called/message heat-map: Based on your local timezone hours in Settings. Shows visitor interaction times.
Message heat-map: "Inbound" shows when visitors message. "Proactive" shows agent-initiated chats.
