Custom reporting

Design your own custom live chat reports using third-party tools. WhosOn offers an OData API as well as external chat archiving, opening up vast reporting opportunities.
By building bespoke reports that update on the fly, you can manipulate and visualise your data in new and more powerful ways. Here’s what you need to know about custom reporting:
• Our OData API allows you to access the raw data of WhosOn
• You can use OData to target the specific pieces of WhosOn information you’d like to track – not just the ones offered as standard
• OData can smoothly push WhosOn data into third-party tools – BI systems, CRMs, analytics platforms, or even bespoke in-house applications
• With this choice data, you can set up your own reports, spreadsheets, or web frontends in your system(s) of choice
• Alternately, you can also create custom reports by querying your chat archive in Azure Cosmos, web callbacks, or system folders
Help desk
- Agent availability
- Backup chat routing
- Chat auto-closure
- Chat queues
- Co-browsing
- Customer chat history
- File upload
- Follow page
- In-chat payments
- Operator wrap-up
- Real-time chat translation
- Remote desktop control
- Skills based chat routing
Engagement
- Chat markdown
- Click to call back
- Dynamic chat invitations
- Dynamic fields
- Dynamic window launching
- Missed chat
- Offline messages
- Post-chat survey
- Pre-chat survey
Agent tools
- Agent experience tools
- Canned responses
- Chat alerts
- Chat preview
- Chat search
- Chat transcripts
- Concurrent chats
- Distraction-free chat
- Email and hyperlink recognition
- Filtered searches
- Internal chat
- Live chat spell checker
- Speed chat
Reporting
- Chat archiving
- Chat dashboards
- Chat sessions
- Custom reporting
- Data exports
- In-client charts
- KPI dashboards
- Live chat reports
- OData API
- Visitor list
- WhosOn Data
Analytics
- Campaign management
- Form field capture
- Live visitor tracking
- Prospect detection
- Revenue tracking
- Reverse IP lookups
- Site entry alerts
- Tailored CX
- Visitor segmentation
AI
- Auto-text
- Chat mood
- Chat summaries
- Pre-set messages
- Sentiment analysis
- Sentiment training
- Suggested response
Management
- Agent activity logs
- Agent segmentation
- Audit history
- Auto-discover
- Availability schedules
- Broadcast messages
- Chat allocation
- Chat monitoring
- Chat tags
- Chat takeover
- Chat transfers
- Multi-site management
- Performance dashboards
- Role-based permissions
- Rule-based routing
- Supervisor intervention
- Whisper messages
Customisation
- Agent avatars
- Customisable chat window
- Developer version
- Settings management
- Stacked chats
- Visitor throttling
- White-labelled chat
Multi-platform
Security
- Chat deletion
- Chat encryption
- Client security
- Data retention
- PCI / PII masking
- Profanity filter
- User blacklist