Monitor web chat performance

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Determine how well your web chat offers are performing.

Important
This article only applies to customers using web chat. If you are a Genesys Cloud CX customer, we encourage you to use the new web messaging feature to replace web chat.

Use the Action Map Performance report to monitor your web chats. The following table defines the available metrics for this report.

Metric Description
Web Actions Qualified Number of visitors who matched a segment, activity, or outcome score that triggered the action map.
Web Actions Offered Number of visitors to whom Genesys Predictive Engagement offered a web chat.

Note: When a visitor qualifies for an action map, it does not necessarily mean that Genesys Predictive Engagement offers them a web chat immediately. For example, if the visitor matches a segment for the action map but is not on the webpage that triggers the action, Genesys Predictive Engagement does not offer a web chat. Also, if there are no agents available, Genesys Predictive Engagement does not offer a web chat.

Web Actions Accepted Number of visitors who accepted a web chat. These visitors are a subset of those to whom Genesys Predictive Engagement offered a web chat.
Web Actions Started Number of visitors who completed the form to start a chat and waited for an agent to connect.
Web Actions Engaged Number of visitors who successfully connected with an agent through chat.
Web Actions Rejected Number of visitors who dismissed or rejected an offer to chat. These visitors are a subset of those to whom Genesys Predictive Engagement offered a web chat.
Web Actions Errored Number of visitors who experienced an error while being offered a web chat. Errors can happen before or after a web chat offer.
Web Actions Timed Out Not applicable
Web Actions Abandoned Number of visitors who stopped a chat before reaching a resolution with an agent.

Note: This metric specifically counts each web chat that a visitors explicitly closes by clicking the "x" after the web chat started. This metric does not count "implicit abandons," which happen when the visitors closes the web page where the web chat was offered.

Web Actions After Hours Number of visitors who qualified for a chat outside of the hours agents are scheduled to accept chats.