The Routed Chats Report gives you details on your response rate, time and dead end chats and enables you to discover how teammates are responding to routed chats.

Intended Audience:

• Admin
• Marketing User

In this Article, we'll go over:

• Accessing the Routed Chats Report
• Understanding the Routed Chats Report Metrics
• Live Chat Journey
• Team Performance

Billing Plan: The Routed Chats Report is available on the Premium, Advanced, and Enterprise Drift plans.

Accessing the Routed Chats Report

To access the Routed Chats Report, navigate to Reports > Conversations > Routed Chats.

Understanding the Routed Chats Report Metrics

The Routed Chats Report consists of three major metrics, response rate, time to first response, and dead end chats. Click the filter button on the right side of the screen to open up a dropdown with filters you can use to sort your data.

You can hover over each section, Response Rate, Time to First Response, and Dead end Chats to see a breakdown of each benchmark for each metric. The color of each section also indicates what benchmark you are hitting for that particular metric. The colors represent the following benchmarks:

• Red - Needs Work
• Yellow - Fair
• Blue - Good
• Green - Excellent

Response Rate
Response rate shows how many chats are responded to within 60 seconds of being routed.

Clicking "View data" will open up a drill-down of this report allowing you to see an expanded view that includes conversation dates, whether or not a chat user was routed in, did the routed teammate respond within 60 seconds, the routing outcome, and a URL link to the conversation. Clicking on a conversation will open it up in the conversation view. You can also export this data as a CSV by clicking the "export" button in the bottom right corner.


Time to First Response
Time to first response simply shows the amount of time between when an agent was routed in to a conversation and when their first message was sent.


Dead end Chats
Dead end chats are chats with visitors who get no teammate response or fallback action. From the site visitor's point of view, this would be like they got no response, either from a human or an automated fallback. This could be due to a misconfiguration in your routing rules and does not always mean that an agent was routed in and just didn't respond back.

Clicking "View data" will open up a drill-down of this report allowing you to see an expanded view that includes conversation dates, whether or not a chat user was routed in, did the routed teammate respond within 60 seconds, the routing outcome, and a URL link to the conversation. Clicking on a conversation will open it up in the conversation view. You can also export this data as a CSV by clicking the "export" button in the bottom right corner.

Live Chat Journey

On the bottom of the page you will find the Live Chat Journey. This will show you a visual breakdown of all the different routing outcomes that have occurred in the date range you are filtering for. Starting on the far left are all conversations where a routing request was made. From there, the chart divides to show you how many conversations resulted in a teammate getting routed in, versus conversations where no teammates were routed in. This continues, going left-to-right, until we get to the final "outcome" of what happened for each routed conversation.

You can mouseover any section to see a definition of that particular segment. For reference purposes, here are definitions for each node in the chart:
 

• Routing Requests - all conversations that were attempted to be routed for live chat or scheduling a meeting
• Teammate Routed In - routing added one or more teammates as participants for live chat to the conversation 
• Teammate Not Routed In - no teammates were added to the conversation for live chat (typically because no one was available)
• Responded Within 60s - a teammate responded to the chat visitor within 60s of the first teammate being routed in
• Missed - no teammate responded within 60s of the first teammate being routed in - either the first teammate reply took longer than 60s, or there was never any reply
• Teammates Unavailable - a chat is routed during online hours, but all individual teammates were either offline or at their chat limit
• Teammate Responded Late - for conversations classified as "missed", a teammate responded to the conversation, but it was more than 60s after routing first happened
• No Response - for conversations classified as "missed", no teammate responded to the conversation
• Teammate Responded - a teammate ultimately responded to the conversation (whether or not they responded within 60s)
• Away Message Sent - no teammate responded, but an automated away message was sent to the chat visitor
• Calendar Drop - no teammate responded, but a calendar was dropped allowing the chat visitor to book a meeting
• Dead End - the chat visitor got no response (from either a human or automated fallback) after the routing request was made. From their point of view, they were completely abandoned, hence the name "Dead End"

Clicking on certain sections in the flow will open up an expanded drill down of that section that you are also able to export using the "Export to CSV" button.

Clicking on certain sections in the flow will open up an expanded drill down of that section that you are also able to export using the "Export to CSV" button.

Team Performance

Clicking Teammates will show you the Team Performance report. Here is where you can find a more detailed breakdown on how your team members are responding to routed chats. 

The Team Performance contains:

• How many routed chats: How many chats the agent was routed in to
• How many missed chats: The number of chats an agent missed
• Average time to first response: The average time it took an agent to respond to a chat after being routed in
• Unresponsive fallback fired: The amount of times the unresponsive fallback message fired for an agent
• Median chat length: The median length of the agents chats
• Meetings booked: How many meetings were booked in chats
• Average rating: Average rating of the chat

Note: These stats only pertain to when each teammate was the first teammate routed into the chat. They don't include instances where the teammate was routed in after (such as when the conversation was re-routed).