Missed opportunities
What does it measure? | The number of times a contact tries to start a new conversation while no operator is available. |
Unit | Conversations |
When is it counted? | Whenever a contact sends a message in a newly started conversation and the conversation reaches its timeout, meaning the operator didn’t reply. It’s also counted when no operator is available at all and the Widget’s offline message is displayed to the contact, regardless of whether they send a message |
Why is it useful? | Shows you how often contacts want to speak with you while no operator is there to respond. Too many of these might suggest extending your service times, team or chat slots. |
If missed opportunities turn into conversations because the contact sends an offline message, their previous count as missed remains.