Table of Contents
The Auto Throttle Chat Log reports can show you when chat auto-throttle is turned off/on for a particular Glad App instance, and who changed the setting.
Metrics and Key Concepts #
The Auto Throttle Chat Log report uses the following metrics and concepts to quantify the reported data.
| Name | Description |
| Date | Date when the change was made. |
| Agent Name or Email | Name of the person who made the change. |
| Action | Represents two values: 1. Method Changed means Auto Throttle was changed to be Manual Throttle or Auto Throttle. 2. Threshold Changed means the Longest Estimated Wait Time (in seconds) was changed. |
| Previous Value | Threshold value that was set before a change was made. |
| New Value | New threshold value after a change is made. |
| Address | The Glad App instance where a change was made |
Understand the basics #
When to use the Auto Throttle Chat Log report #
Use the Auto Throttle Chat Log report if you have questions around:
- Who changed the auto-throttle setting from auto/manual for Glad App?
- When was the auto-throttle setting changed?
- What was our previous wait time threshold value before a change was made?
How often to view the report #
Review this report monthly to gain valuable and actionable insights.
Note
- Throttled Users is just an estimate. It’s meant to show relatively how many Customers might have started a chat if it weren’t throttled. If chat is throttled and the Customer clicks the chat button, they’ll be shown the chat throttled screen.
- The Throttled Users metrics do not count users who click the chat button when it’s outside of the Business Hours set.
- The Throttled Users estimate will only work if the “Enable Search and Quick Actions” box on Glad App is checked. If “Enable Search and Quick Actions” is not checked, then nothing will appear for throttled Users.
Take action #
Once you understand the report, you can take action and make improvements.
Frequent Toggling of Chat Settings #
- Is your auto-throttle setting frequently flipped between manual and auto? Try to find out why this is being done. Is your team having trouble balancing and staffing your Chat Channel?
- Check the historical threshold values. Do the threshold values vary greatly? For example, you have a 30 mins threshold, then 2 hours, then 1 hour. Try to understand the average chat volume to come up with an acceptable threshold.
Good to know #
- This report can also be generated via API. See our developer guide
for more details. - Listed below are related reports we recommend you use alongside this report:
- Auto Throttle Missed Conversation
for more details.
