Analytics

Comprehensive Data Insights at Your Fingertips

Within the analytics section, you have access to a wealth of data that flows through the system. This data is categorised into three main sections, allowing you the flexibility to choose the most suitable option for your specific needs:

1.1 Dashboard

Overview: Real-Time Visual Data

Description: The Dashboard section provides you with real-time visual representations of your data. It offers a quick and easily digestible snapshot of your brand's performance, allowing you to stay updated at a glance.

Section 1: Live Metrics

Overview: Monitor Current Chat Activity and Agent Performance

In this section, you'll find real-time data that provides insights into current chat activity and your agents' performance. It's divided into four key metrics:

1.1 Active Chats

• Description: Keep an eye on the number of chats that are either currently assigned to agents, pending, or awaiting a response within the last 24 hours.

1.2 Active Agents

• Description: Track the count of agents currently actively engaged in customer interactions.

1.3 Inactive Agents

• Description: Observe the number of agents who are currently not engaged in customer chats.

1.4 Chat Status

• Description: Monitor the number of chats in various statuses within the last 24 hours.

Section 2: Key Performance Metrics

Insights into Brand Performance in Chat Handling

In this section, you'll find essential performance metrics that reflect your brand's effectiveness in handling customer chats:

2.1 Average First Response Time

• Description: Discover the average time it takes for your brand to provide the first response to customers when a chat is assigned.

2.2 Average Response Time

• Description: Learn the average time it takes for your brand to respond to customer messages.

2.3 Average Resolution Time

• Description: Understand the average time it takes for your brand to resolve customer chats.

Section 3: Live Agent Summary

Detailed Agent Performance Insights

This section offers real-time information about your agents' performance, which can be customized by filtering based on teams. It includes these metrics:

3.1 Current Status

• Description: View the current status of individual agents.

3.2 Status Duration

• Description: Check the duration of an agent's current status.

3.3 Assigned Chats

• Description: Keep track of the number of open chats assigned to an agent.

3.4 Resolved Chats

• Description: Monitor the number of chats successfully resolved by an agent.

3.5 Closed Chats

• Description: Observe the number of chats that were closed after being resolved by an agent.

3.6 Total Chats

• Description: Calculate the sum of assigned chats, resolved chats, and closed chats for each agent.

3.7 Average First Response Time

• Description: Evaluate the average time it takes for an agent to provide the first response to customers upon chat assignment.

3.8 Average Response Time

• Description: Determine the average time it takes for an agent to respond to customer messages.

3.9 Average Resolution Time

• Description: Examine the average time it takes for an agent to resolve customer chats.

Section 4: Customer Feedback

Understanding Customer Satisfaction with CSAT Ratings

If you have CSAT (Customer Satisfaction) enabled, this section displays the average ratings provided by your customers. It's a valuable source of feedback to gauge customer satisfaction.

1.2 Insights

Overview: Deeper Data Analysis

Description: The Insights section delves deeper into the data, providing more detailed and in-depth analysis. Here, you can uncover trends, patterns, and key findings that may be crucial for your decision-making process.

Section 1: Chat Summary

Comprehensive Chat Analysis

In this section, the Chat Summary report offers detailed analysis of all the chats that have been actively managed on a given day, based on their creation date. Get valuable insights into chat performance, trends, and outcomes.

Section 2: Agent Timesheet

Effortless Agent Time Tracking

The Agent Timesheet report simplifies the process of tracking your agents' login and logout times, as well as their active and inactive durations. This data helps you monitor agent availability and productivity efficiently.

Section 3: Agent Summary

Agent Performance Evaluation

The Agent Summary section provides a comprehensive overview of your agents' performance for the chats they've engaged with, specifically on the date the chat was created. This summary also includes key metrics such as Average Resolution Time, Average Response Time, and more.

Section 4: Team Summary

Team Performance Assessment

Within the Team Summary, you can evaluate the performance of your teams for the chats they've been involved with, considering the date of the chat's creation. This summary also encompasses important metrics like Average Resolution Time, Average Response Time, and other essential data points.

Section 5: Customer Feedback Dashboard

Customer Ratings and Feedback

The Customer Feedback Dashboard report is dedicated to providing insights into the ratings and feedback received from your customers regarding agent assistance. Gain valuable information about customer satisfaction and areas for improvement.

Utilize these insightful reports to enhance your brand's operations and make informed decisions based on data-driven analysis.

1.3 Export Data

Overview: Data for Custom Analysis

Description: Export Data is where you can retrieve raw data for custom analysis. This data can be exported in a format that suits your needs, giving you the freedom to perform your own analysis and extract specific insights tailored to your brand's requirements.

Choose the data category that aligns best with your brand's goals and make the most of the valuable information at your disposal.