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Chat Offer Statistics & ROI Report

edited Nov 30, 2018 2:49PM in Reporting & Analytics for B2C Service

Summary

Understanding the Acceptance & Conversions

Content

Could someone provide me a detailed overview for this report? Here are some of the questions I have:

1)  Is it considered an "Acceptance" when the button is clicked (acceptance=icon interaction) and not necessarily the chat itself?

2)  How is a "Conversion" determined? For example, is it "click the icon" and then "checkout within the same session? 

3)  My "proactive chat acceptance" is higher than my total chats for the day? Does this mean customers are likely clicking on the icon, but then not actually chatting? Is there a way to report on this? 

4)  Any additional information to better understand how this report calculates the data would be great!

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