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(Last Updated On: October 18, 2019)

SnapEngage has an Analytics suite which allows supervisors and administrators to monitor the performance of agents, as well as chats.

We know that actionable data is vital for improving both your business and your customers’ experience, which is why we’re constantly working on improving our Analytics system, to give you better, faster, stronger and more accurate reports! (Also prettier.)

How do I “drill down” on data points?

With SnapEngage Analytics, you can filter data to provide you with useful and quantifiable information. Click on almost any data point in any of the Analytics graphs and visualizations to see a list of all chats and/or cases that contributed to that number.

Get more info!

You can also click on any of the chats/contacts in the drilldown table to see the transcript or view-case.

Drilldown Example 1:

Clicking on bar-graph bars in the Overview Report.

If I am looking at the previous week (1), using the period display option “Day” (2), I can click on the blue bar (3) to see all the Live Chats for that day (4). You can then click on the individual chat to open the relevant transcript and view this in more detail.

Analytics Overview Report drilldown

Drilldown example 2:

Clicking line-graph points in the Agent Performance Reports.

If I am looking at the Duration report for Yesterday (1), and I have the agents Melanie and Jon selected (2), I can click on that outlier data point (3), to see why it is so high (4).

Agents Duration Binned ReportAgent selection

How do I download the raw .csv data?

It’s very easy! All you need to do is use the little downloader link at the top right of most graphs:


What are the chatType numbers in my .csv?

We assign a numerical ID to each of the different “Chat Types,” and you can see these numerical IDs in the downloadable .csv files.

  • 1  : Manual Offline
    • These are cases in which your visitor reached the Pre-Chat/Offline form, and submitted an offline request directly.
  • 2 : Manual Online
    • These are what we call “Reactive” chats. These are chats requested by the visitor.
  • 3 : Proactive Chats
    • These are chats which were initially sent as automatic prompts to the visitor using our Proactive Chat feature, and the visitor responded, which started a chat.
  • 4 : Not Responded
    • These are chats that were initiated by a visitor, but the visitor never got a response from an agent. These can be either Reactive or Proactive chats.

How are the numbers calculated?

The numbers are based on your SnapEngage Account timezone (configurable in your “My Account” page). You can see the currently active timezone in the upper right corner, just above the right-hand sidebar filters.

What are “Not Responded” chats?

These are manual or proactive chats that were initiated by a visitor, but the visitor never got a response from an agent.

If you’re seeing a large number of Not Responded chats, you may want to consider adjusting your Chat Assignment rules, and monitor your chat activity trends to make sure you have a sufficient number of agents online at any given time. Our Capacity Report can also help you to see this.

Wait Time

Visitor wait time represents the amount of time a visitor waits from the moment a chat is started, until the first response from an agent. This does not include transfer wait times.

Agent Performance -> Response Time will take in to account the time from which a chat was routed to an agent. As opposed to this, Visitor Wait time will factor in any time that the agent spent in the queue.



The queue time is the average time that visitors are waiting in the queue. If an agent is immediately available, the visitor will not be sent to the queue.


You can use the Chats in Queue vs Total Count report to determine if you require more agents to man chat at specific points in the day.


How Agent Performance stats have been improved

  • Transfer response times are included in response times in the updated agent performance report.
  • Response times are now from when the agent gets the pop up in Conversations Hub.
  • The difference between the Agent Performance response time vs Visitor Experience wait time is that the Visitor Experience wait time is calculated from the second the visitor sends a message including waiting in the queue until the agent answers the chat. While the Agent Performance response time is the time from when an agent sees a new chat pop up in Conversations Hub and responds.
  • The chat total in the Overview report counts completed & active chats vs Agent Performance response time chat totals are completed chats.
  • Any downloaded overview report will match overview total however, keep in mind active chats finishing up can make those numbers not match.

Any other questions?

Do you have any lingering questions we didn’t address above? Please let us know!

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Published July 22, 2014