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Reporting on ProActive Chat vs Reactive Chat

Accepted answer
edited Oct 29, 2011 4:54PM in Reporting & Analytics for B2C Service 3 comments


Hi all

We're looking at launching Proactive chat over the next month or so (we already use standard 'reactive' chat).

A key method of measuring the success of Proactive vs Reactive is to analyse the spending habits of customers that have used Proactive, vs those that used reactive (and also vs those that didn't use chat at all).

We're able to extract customer details for those customers that used our existing chat by getting the details from the incidents table, based on an incident source of "CX Console > Live Chat".

I am assuming that using the same method once Proactive is running would ismply group them all junder the same source. If so, how can I identify those chats started by Proactive and those that weren't?

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