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The purpose of this article is to provide a comprehensive overview of Guide Bot Analytics.
The SnapEngage Guide Bot helps you instantly generate more visitor engagement with contextually appropriate messaging and guides customers to the right solution instantly. Users can build complex, multi-step Guide Bots and …
READ FULL ARTICLEThe purpose of this article is to provide a comprehensive overview of label reports.
The Labels Report is a powerful tool that allows you to do more with chat. Labels are a customized way to gather more information during a conversation. They allow you to set a category for each conversation in …
READ FULL ARTICLEThe purpose of this article is to provide a comprehensive overview of how to set Agent Sub-statuses.
The sub-status feature is available on Enterprise plans, please come and chat with one of our team members if you’d like to hear more or upgrade at snapengage.com
SnapEngage account owners have the ability to add sub-statuses for their agents. …
READ FULL ARTICLEThe purpose of this article is to provide a comprehensive overview of the capacity report.
The Capacity Report is currently available on Professional plans or higher.
You may have noticed a recent addition to your SnapEngage Analytics tab, which is our new Capacity report tab. This new feature allows admins to gain insight on …
READ FULL ARTICLEThe purpose of this article is to provide a comprehensive overview of Weekly Stats.
The weekly stats email is a great way to get a snapshot of your agent’s performance from the previous week. You can configure who gets the email and more by heading over to the Admin Dashboard > Settings > Options and scroll down …
READ FULL ARTICLEThis article goes over how to locate and read chat transcripts.
Chat transcripts (also known as chat logs) are a powerful tool which, if analyzed correctly, can help your chat agents be more efficient. This in turn provides a better visitor experience, which is why we do what we do! From an …
READ FULL ARTICLEWe recently improved and updated our analytics. You may have noticed the new Visitor Experience section which includes visitor wait time and queue time. In this article, I will go over what these new stats will tell you and how we have improved Agent Performance stats.
Visitor wait time represents the amount of time a visitor waits after …
READ FULL ARTICLEThe purpose of this article is to provide a comprehensive overview of Analytics.
Please note: The new version of analytics relies on a new way of tracking event data. The data set supporting the new version of analytics only reaches back to 01/2018. If you want to look at older historical data before 2018 you can add …
READ FULL ARTICLEThe purpose of this article is to provide a comprehensive overview of Call Me Logs.
You can have a look at your Call-Me usage by
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