Monitor web chat performance

Feature deprecation: Genesys will no longer support ACD Web Chat v2, which is available to customers via all its corresponding Chat Widget versions. This is further to the deprecation of ACD Web Chat v1, which was announced earlier. As a result, Predictive Engagement will also end support for these legacy web chat versions. For more information, see Deprecation: Removal of ACD Web Chat (version 2).

All existing customers are encouraged to migrate to Web Messaging and Messenger.

Determine how well your web chat offers are performing.

Note: This article only applies to customers using web chat. If you are a Genesys Cloud CX customer, we encourage you to use the new web messaging feature to replace web chat.

Use the Action Map Performance report to monitor your web chats. The following table defines the available metrics for this report.

Metric	Description
Web Actions Qualified	Number of visitors who matched a segment, activity, or outcome score that triggered the action map.
Web Actions Offered	Number of visitors to whom Genesys Predictive Engagement offered a web chat. Note: When a visitor qualifies for an action map, it does not necessarily mean that Genesys Predictive Engagement offers them a web chat immediately. For example, if the visitor matches a segment for the action map but is not on the webpage that triggers the action, Genesys Predictive Engagement does not offer a web chat. Also, if there are no agents available, Genesys Predictive Engagement does not offer a web chat.
Web Actions Accepted	Number of visitors who accepted a web chat. These visitors are a subset of those to whom Genesys Predictive Engagement offered a web chat.
Web Actions Started	Number of visitors who completed the form to start a chat and waited for an agent to connect.
Web Actions Engaged	Number of visitors who successfully connected with an agent through chat.
Web Actions Rejected	Number of visitors who dismissed or rejected an offer to chat. These visitors are a subset of those to whom Genesys Predictive Engagement offered a web chat.
Web Actions Errored	Number of visitors who experienced an error while being offered a web chat. Errors can happen before or after a web chat offer.
Web Actions Timed Out	Not applicable
Web Actions Abandoned	Number of visitors who stopped a chat before reaching a resolution with an agent. Note: This metric specifically counts each web chat that a visitors explicitly closes by clicking the “x” after the web chat started. This metric does not count “implicit abandons,” which happen when the visitors closes the web page where the web chat was offered.
Web Actions After Hours	Number of visitors who qualified for a chat outside of the hours agents are scheduled to accept chats.