Velaro’s reporting features offer a wide variety of information about your interactions, account and agents. You can even view the pre-chat surveys that were filled out, submitted and then abandoned before the chat request was attended by an agent. Ready to take a look?
First go to Reports > Engagement on the Velaro application. Filter the report information by selecting Missed Chats and Include Abandoned Pre-Chat Surveys in the Filter Options (funnel button) at the top right of the report. Then click Apply to generate the report.
Note: The Missed Chats option will bring up the missed chat requests submitted when your agents were not available either because they were not logged in or they were busy taking the maximum number of chats allowed. The Include Abandoned Pre-Chat Surveys option will show any chat that an agent does not respond to before the customer leaves.