‎Chat Analytics | Sprinklr Help Center

The Chat Analytics Report offers extensive insights into customer engagement. It also provides an in-depth analysis of interaction patterns and funnel behavior. Dimensions such as website context, device details, and user agent data provide insights into customer behaviour and enable brands to fine-tune engagement strategies and enhance chat effectiveness.When you create a new widget in a reporting dashboard using the Service Analytics data source, the Chat Analytics Report appears under the Live Chat Additional Report Group in the Widget Builder when you select a metric or dimension.Metric and DimensionsThe following are the Metrics and Dimensions available under the Chat Analytics Report:label:has(#_f6b5bb67-0436-4310-9bd1-597aaada1406:checked) ~ [data-type=tabs-tab-content-container] [data-tab-content-id=_f6b5bb67-0436-4310-9bd1-597aaada1406]{ display: block !important; } label:has(#_f6b5bb67-0436-4310-9bd1-597aaada1406:checked) { background-color: #EEEFF1; } label:has(#_873f2a49-7f5a-4116-9544-b925e629fad9:checked) ~ [data-type=tabs-tab-content-container] [data-tab-content-id=_873f2a49-7f5a-4116-9544-b925e629fad9]{ display: block !important; } label:has(#_873f2a49-7f5a-4116-9544-b925e629fad9:checked) { background-color: #EEEFF1; } MetricDimensionName Description Welcome Message Published Count Number of welcome messages published on the case (measurement form) New Conversation Started Count Number of new conversations initiated New Conversation Created Count Number of new conversations created Conversation Closed Count The number of conversations closed Conversation Deleted Count Number of conversations deleted Conversation Exported Count Number of conversations exported Existing Conversation Opened Count Number of times the existing conversation was reopened Conversation Window Opened Count Number of times the conversation window has been opened Conversation Window Closed Count Number of times the conversation window has been closed Button Clicked Count Number of buttons clicks Trigger Visible Count Number of times chat trigger icon was visible Case Count The count of case ID Activity Count The count of activity type Name Description Welcome Message Number Number of welcome messages published on the case (dimension form) Page URL Indicates the URL link from where the live chat is initiated. Provides the URL only for live chat cases; rest of the cases, it will show a blank. Page Title Indicates the title of the page from where the live chat case has been initiated Chat Application Live chat Application name associated with the case Agent Device Details Provides detailed information about the agent's device, browser, and operating system Device Indicates the name of the device if it is mobile or tablet IP Address IP address of the agent initiating the conversation, captured in IPv6 format Case Creation Time Indicates the time for when the case was created. This metric will not aggregate data of cases based on time interval Case Number The ID number associated to the Case Details Source Sub Type The module that triggered the live chat audience activity event, such as Proactive Prompt, Live Chat, Knowledge Base, and others From Live Chat Screen The URL of the webpage where the live chat audience activity took place. Case Details Associated case to the event, which includes the Case subject, Case ID and the Description. Account The name of the social network account. When used with case details, this will display the name of the "Brand Account" through which the first message associated to the case is grabbed. Messages are ordered in a case based on the time they were associated to the case, not necessarily the date and time the messages were created. Account Group The name of the Sprinklr Account Group. An Account Group is a collection of Accounts within a Client that can contain multiple social networks. You can create and edit these groups under Administration> Settings. Activity Type This metric captures customer activity on live chat, logging various events such as website visits and new conversations initiated etc. This concludes our comprehensive coverage of the Chat Analytics Report. For more details on the Reports available under Service Analytics, please refer to the Detailed Reports Glossary.

Name	Description
Welcome Message Published Count	Number of welcome messages published on the case (measurement form)
New Conversation Started Count	Number of new conversations initiated
New Conversation Created Count	Number of new conversations created
Conversation Closed Count	The number of conversations closed
Conversation Deleted Count	Number of conversations deleted
Conversation Exported Count	Number of conversations exported
Existing Conversation Opened Count	Number of times the existing conversation was reopened
Conversation Window Opened Count	Number of times the conversation window has been opened
Conversation Window Closed Count	Number of times the conversation window has been closed
Button Clicked Count	Number of buttons clicks
Trigger Visible Count	Number of times chat trigger icon was visible
Case Count	The count of case ID
Activity Count	The count of activity type

Name	Description
Welcome Message Number	Number of welcome messages published on the case (dimension form)
Page URL	Indicates the URL link from where the live chat is initiated. Provides the URL only for live chat cases; rest of the cases, it will show a blank.
Page Title	Indicates the title of the page from where the live chat case has been initiated
Chat Application	Live chat Application name associated with the case
Agent Device Details	Provides detailed information about the agent's device, browser, and operating system
Device	Indicates the name of the device if it is mobile or tablet
IP Address	IP address of the agent initiating the conversation, captured in IPv6 format
Case Creation Time	Indicates the time for when the case was created. This metric will not aggregate data of cases based on time interval
Case Number	The ID number associated to the Case Details
Source Sub Type	The module that triggered the live chat audience activity event, such as Proactive Prompt, Live Chat, Knowledge Base, and others
From Live Chat Screen	The URL of the webpage where the live chat audience activity took place.
Case Details	Associated case to the event, which includes the Case subject, Case ID and the Description.
Account	The name of the social network account. When used with case details, this will display the name of the "Brand Account" through which the first message associated to the case is grabbed. Messages are ordered in a case based on the time they were associated to the case, not necessarily the date and time the messages were created.
Account Group	The name of the Sprinklr Account Group. An Account Group is a collection of Accounts within a Client that can contain multiple social networks. You can create and edit these groups under Administration> Settings.
Activity Type	This metric captures customer activity on live chat, logging various events such as website visits and new conversations initiated etc.

Chat Analytics

Metric and Dimensions

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