You can use queues to help with assessment of your chat service. Queue names show up in the Activity and Reports pages of the admin dashboard. So, you can easily categorize your chats by queue and see where your guests are finding and using the service. The Activity page in the admin dashboard also includes referring URLs for finer analysis, but queues provide a good broad overview, especially in the Reports tab.
Examples of queues: Tech Support, Billing, Tier 2, Sound Specialist.