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://login.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
can 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 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.