Ngage Live Chat (Round 1)

Faculty Advisor:

Project Description:

We would like the CMC student team to analyze our data with the goal of understanding which chats had the potential to convert to a lead but did not due to something done / not done by the operator / agent. In other words….how can we better identify chats that “should” have converted but didn’t. How do we best identify missed opportunities? Can we determine with reasonable certainty the percentage chance that a chat should have converted?