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Capacity Report

The Capacity Report


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 those peak times when visitors chatting in have caused agents taking chats to be maxed or near maxed on the total number of chats they can take at once. …

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How to: Read chat transcripts

How to: 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 agent’s perspective, they can be helpful as a point of reference for previous chats …

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Intro to Analytics

Our new Analytics system is designed to empower you and your whole team. Whether your team is large or small, our reporting can reveal trends both positive and problematic, and help you identify your high-performing agents as well as those who need work.

Wondering what all these pretty new graphs are telling you? Well look no further!



*April 5 2017*

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Call Me logs

Call-Me Logs

You can have a look at your Call-Me usage by

  1. Go to your Settings in the Admin Dashboard
  2. Click on the Call-Me button
  3. Optional: Change the time period
  4. Optional: Sort the columns by clicking on the name of the column. For example ‘Date’.

2015-03-27_1536

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Operator Variables

Operator variables can be used with Salesforce, Desk.com, Microsoft Dynamics, Hubspot, SAP, UserVoice, and Zendesk custom mapping as well as in the Post API. This feature allows you to enter information on the fly during a chat session and assign to a Ticket, Case, or Lead once you setup the mapping in your Integration settings. Now you can use any …

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