Chat Insights

Discover areas in which you can improve your Live Chat support with Chat Insights. View, filter, and compare data over time in various tables and charts on your dashboard. Analyze the number of chats you receive and answer, the time it takes to end chats, and your first response speed. 
Get started:
Hover over the Insights icon and click Chat.

Chat Insights Metrics

View the following metrics in various data snippets on your Chat Insights dashboard:

  • New Chats: The total chats started by customers during your selected time range.
    Note: This includes chats that were restarted after agents ended them. 
  • Chats Answered: The total chats replied by agents during your selected time range. 
  • Time To End Chat: The duration between first replies and the end of chats (measured by average or 80th percentile).
  • First Response Time: The duration between customers' first messages and agents' first replies (measured by average or 80th percentile). 
  • Satisfaction Score: The percentage of surveys rated "Positive" by customers. 

Filtering Your Chat Data

Set a time range to view and compare your chat data, then add filters to fine-tune it.

About Your Chat Data Snippets

Your data snippets display various tables and charts on your Chat Insights dashboard. Every stat adjusts according to the date ranges and filters you set at the top of your dashboard. 

View following data snippets and chart types on your dashboard:


Managing Data Snippets on Your Dashboard

Customize your Chat Insights dashboard by adding, removing, or rearranging its data snippets. 

To add a data snippet:

  1. Click + Add Data Snippet at the top right of your dashboard.
  1. Click Add next to the snippet you'd like to add to your dashboard.

To rearrange your dashboard:

  1. Click the Reorder icon at the top left of a snippet.
  2. Drag the snippet into a new location on your dashboard.
Tip:
Click the Expand icon  at the top right of a snippet to enlarge or reduce its width. 

To remove a data snippet:

  1. Click the Show More icon on the top right of the snippet.
  2. Click Remove from Dashboard.

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About Wix Answers Insights

Use Wix Answers Insights to analyze Key Performance Indicators (KPIs) and make data-driven decisions regarding your customers' issues, your support team's efficiency, and your Knowledge Base's effectiveness.Choose between the following dashboards to discover charts and tables filled with powerful data created by your Wix Answers account.Important:To access Insights, you must be an administrator or have a custom role with Insights & Analytics permissions enabled. Top IssuesDiscover your business' top support issues by analyzing the articles linked most by your team members. Filter the table to drill down into specific time ranges, languages, article types, and help center categories.Show me howHover over the Insights icon in the side panel and click Top Issues.Learn more about Top Issues Insights.Ticket InsightsUse customizable line graphs and tables to analyze a wide variety of ticket metrics in Ticket Insights. Show me howHover over the Insights icon in the side panel and click Tickets.Learn more about Ticket Insights.Knowledge Base InsightsDiscover the strengths and weaknesses of your Help Center within Knowledge Base Insights. Analyze your articles based on numerous criteria including most viewed, most helpful/unhelpful, most popular feature requests, most popular/unanswered search terms, most common known issues and more. Show me howHover over the Insights icon in the side panel and click Knowledge Base.Learn more about Knowledge Base Insights. Call Center InsightsFine-tune your Call Center to be more efficient and effective based on your Call Center Insights dashboard. Make sure you're hitting your Service Level Agreements (SLAs) per queue by checking important metrics like average wait times, average call duration, call volume and more. Show me howHover over the Insights icon in the side panel and click Call Center.Learn more about Call Center Insights. Team Performance InsightsMeasure your teams' success from your Team Performance Insights dashboard. Compare call center, ticketing, and knowledge base team members to discover your top-performing agents, groups, and locations. Important:To access Team Performance Insights, you must be an administrator or have a custom role with Access Team Performance enabled in the Insights & Analytics permissions. Show me howHover over the Insights icon in the side panel and click Team Performance.Learn more about Team Performance Insights. SLA Ticket InsightsCheck how well you're meeting SLA goals with SLA Ticket Insights. Analyze SLA ticket response and resolve target timeframes using various charts and filters. Show me howHover over the Insights icon in the side panel and click SLA.Learn more about SLA Ticket Insights. Chat InsightsAnalyze chat metrics to uncover areas in which you can improve your Live Chat support. Measure the number of chats you receive and reply to, the time it takes to end them, and your first response speed. Show me howHover over the Insights icon in the side panel and click Chat.Learn more about Chat Insights. 

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Team Performance Insights

Determine your best performing agents, groups, and locations with Team Performance Insights. Here you can measure efficiency using quantitative data in various, customizable chart types. Hover over the Insights icon and click Team Performance to get started.About Your Team Performance Data SnippetsAdd various data snippets to your dashboard to interact with statistics in tables, line charts, bar charts, and heatmaps. Each snippet displays data according to the date ranges and filters you set, as well as the parameters you toggle within the snippet. Display the following types of data snippets on your dashboard:General MetricsCompare performance data for your selected time range in the following General Metrics snippets:  Numeric Comparison: View up to 6 metrics in a single row.  Agents Statistics: Compare metrics for individual agents in a table. Click a heading title (e.g. Calls, Handle Time, Replies) to sort your table.  Groups Statistics: Compare metrics for groups of agents in a table. Click a heading title (e.g. Calls, Handle Time, Replies) to sort your table.  View the following metrics in each General Metrics snippet: Tickets Metrics: Replies: The total ticket replies.  Tickets satisfaction rate: The cumulative ticket reply satisfaction rate based on your customers' ratings. Learn More Solved tickets: The total solved tickets.  Call Center Metrics: Total calls: The total amount of calls.  Assisted calls: The percentage of calls in which another agent joined. Call handle time: The average or 80th percentile call durations. Note: Click the Drop-down icon and select median or 80th to toggle between percentage metrics.   Knowledge Base Metrics: New published articles: The total new articles published.  Article updates: The total articles published.  Chat Metrics: Total chats answered: The total chats replied by agents. Time to end chat: The duration between first replies and the end of chats (measured by average or 80th percentile). Joint chats: The percentage of chats joined by another agent that sent a message.  Completed chats: The total chats ended. Chat replies: The total number of replies sent in all chats.  First response time: The duration between customers' first messages and agents' first replies (measured by average or 80th percentile).  To change the metrics displayed in your snippets: Numeric Comparison: Click the Show More icon to the right, select Change Metrics, then click the checkbox next to each metric you'd like to display.  Agent / Group Statistics: Click the Vertical Show More icon to the right and select each metric you'd like to display. Call Center, Tickets, Knowledge Base, and Chat MetricsAnalyze line charts, bar charts, and heatmaps displaying call center, ticket, knowledge base, or chat metrics in the following data snippets: Calls: View the total amount of calls. Handle Time: View the average duration of calls.  Assisted Calls: View the percentage and total number of calls joined by another agent. Replies: View the total number of ticket replies.  Solved Tickets: View the total number of solved tickets.  New Published Articles: View the total new articles published.  Article Updates: View the total articles published.  Completed Chats: View the total chats that have ended.  Modify your data snippets by clicking the following icons: Reorder : Drag and drop to rearrange your dashboard.  Line Chart : View statistics over time within a line chart. Bar Chart icon : View statistics within an aggregated bar chart. Heatmap : View cumulative data represented as colors within a matrix graph. Expand : Enlarge or reduce the width of your data snippet. Show More : Click Remove from Dashboard to remove the data snippet. Tips: Click the Drop-down icon at the top left of a snippet to select additional filtering options. Note: In expanded data snippets, click the relevant tab to select additional filtering options. Hover over the data on your charts for detailed information. Managing Data Snippets on Your DashboardEasily add, remove, or rearrange the data snippets you'd like to focus on in your dashboard.To add a data snippet:Click + Add Data Snippet at the top right of your dashboard.Click Add next to the relevant snippet.To rearrange your dashboard:Click the Reorder icon  at the top left of a data snippet.Drag the data snippet into a new location on your dashboard.Tip:Click the Expand icon  at the top right of a snippet to enlarge or reduce its width. To remove a data snippet:Click the Show More icon on the top right of your data snippet.Click Remove from Dashboard.Filtering Your Team Performance DataGain valuable insight into your team's performance by comparing time ranges and adding filters. You can compare custom or preset time ranges, and add Groups and Locations filters.To add a filter: Click Filters at the top of the page. Click the Toggle  next to each filter you'd like to add.  Select the relevant filters. Tip: Click the Search field and type the name of a filter, then select it from the list.  Click Apply Filters. Tip:Click the X icon next to a filter to remove it, or click the Drop-down icon to edit it. Available team performance filters: Time Range: Select a date range to analyze. Choose from preset time ranges or click the calendar to select a custom date range and click Apply.  Compared to: Select the date range in which you're comparing your data. Location: Select the locations you'd like to include in your statistics.  Group: Select the groups you'd like to include in your statistics. 

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Getting Started with Wix Answers Live Chat

Provide your customers with real-time chat support using Wix Answers Live Chat. Acquire new customers and retain existing ones by adding chat widgets wherever they're needed most. Your team members can utilize your Ticketing System, Knowledge Base articles, and saved replies all in one place, to efficiently provide immediate support.  Learn how to:Add Live Chat to your WidgetInstall a chat widget on your websiteExplore the Chats panelSet up chat support teamsChat with customers

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