View workgroup usage reports

Workgroup usage reports show historical information on overall customer usage for all workgroups and for specific workgroups.

To view workgroup usage across all workgroups:

1. Click the Live Assistant tab.

2. In the sidebar pane under Reports, click Usage Summary. The Usage Summary screen displays.

The Overall Usage Summary section shows data across all workgroups.

To view usage for a specific workgroup:

1. Click the Live Assistant tab.

2. In the sidebar pane under Reports, click Usage Summary. The Usage Summary screen displays.

3. Scroll down to the Workgroup Summaries section.

4. In the Select Workgroup field, select the desired workgroup.

5. In the Choose Date section, select the time period that you want the report to cover by selecting a beginning date and time and an ending date and time in the corresponding fields.

6. Click the View Statistics button.

Chat statistics include the number of chat requests, the number of chats accepted, the number of chats cancelled, the number of chats that timed out, the average visitor wait time, and the total chat time.