There are a few reasons you may have missed chats
Web site visitors are clicking on the live chat button after your support hours. Typically this happens late at night or on the weekend. To verify if this is the issue, all you need to do is log into the Velaro control panel (http://login2.velaro.com) and view the Missed Chats Report. The date and time of each missed chat is captured and recorded.
No agents are available at the time the chat was initiated. Generally when a visitor comes to your site and clicks on the chat button and no one is available to take the chat they will be sent to the "No one available" form. This could be due to a number of factors including:
- All agents were full in chats and could not take anymore.
- No agents were online at the time to take a chat.
- Agents were online but were in "away" status either due to the "Auto away" being activated or the agent set their status to "Unavailable" (Read more about Auto Away here.)
- You will also see missed chats if the visitor initiates a chat request but then closes the window before the chat initiates with the agent.
- Missed chats are also recorded when the visitor closes out the "wait queue" window so the chat never gets initiated.
Velaro’s new control panel is capturing the email address in the missed chat email _even_ if the visitor decides not to send an offline email. This way you can still collect information about your visitors even if they decide not to leave a message. With the new feature you may see an increase in missed chat email addresses without the corresponding email for that reason.
You can see more about our new features in reporting in our new control panel:
http://login2.velaro.com