Understanding Analytics

OVERVIEW

Here we have 2 main charts for you:

1.   Chat Overview: This section shows you the total number of open chats (with atleast 1 incoming message) in your account. It also shows you how many of these chats are assigned and still in Queue. 

Following are the metrics in the section:

•  In Queue: The total number of open chats that are still in queue.
•  Assigned chats: The total number of open chats that have been assigned to an agent/team, but not yet closed. 

2.    Agent Activity: This chart shows the total number of agents in your account and their availability status. You can manage availability of the agents from Organisation Settings > Agents.

Note: Both the above data are updated on a real time basis

CHAT ACTIVITY:

New Chat: Any chat that is created by an incoming customer message in the selected time period and not yet closed.

1. Chat Closed Per Agent Hour: This KPI indicates how many chats are being successfully handled by your agents for every hour that they are online. This is defined as the total number of new chats closed by your agents divided by the total number of hours they were online in the selected time period.
2. Time Taken To Assign: This KPI indicates how fast you are in getting a customer to a right agent/team. This is defined as the total time from when a new chat appears in Queue to when it is successfully assigned to a agent/team. 
3. First Response Time: This KPI indicates how fast you are in responding to an assigned customer. This is defined as the total time from when a chat is assigned to an agent/team to when the first response is sent by the agent/team.
4. Chat Duration: Once a customer query is successfully addressed, an assigned chat can be closed by the agent. This KPI indicates how good your team is successfully addressing customer queries. This is defined as the total time from when a chat is assigned to an agent/team to when the chat is closed by an agent. 

Note: All the Chat Activity KPIs refresh starts daily at 4AM (IST)

CHAT REPORT

This section shows you important metrics that you need to track at a chat level. For the selected timeframe, the following metrics will be shown:

1. New Chats Queued: This KPI indicates the total number of chats appeared in the Queue during the selected time period. There are 2 ways a chat can appear in Queue - when a customer messages your number for the first time or a previously closed conversation is reopened by an incoming customer message. If a chat by the same customer is reopened twice, then it will also be counted twice.

2. Assigned Chats: This KPI indicates the total number of chats that were assigned from the Queue to an agent/team during the selected time period. Assigning could happen manually or automatically via the API or routing rules.

3. Closed Chats: This KPI indicates the total number of chats that were closed during the selected time period. A chat can be closed in Queue before it is assigned to an agent/team. Chats can also be closed from the chat screen after it is assigned to an agent/team

4.  First Business Response Time and more: There are few interesting metrics which can be changed and seen with the help of the arrow next to it.

First Business Response indicates how soon your agent/team is responding to assigned chats. This is defined as the time interval from the moment a chat appears in Queue to the moment when the business sends the first message. The KPI shown here is an average across all chats during the selected time period. An automatic welcome message is considered as a business response.

First Agent Response indicates how soon your agent/team is responding to assigned chats. This is defined as the time interval from the moment a chat is assigned to an agent/team to the moment when the agent/team sends the first message. The KPI shown here is an average across all chats during the selected time period. 

Time to Assign indicates how soon a chat appearing in Queue is assigned to an agent/team. This is defined as the time interval from the moment a chat appears in Queue to the moment when it is assigned to an agent/team. Automated routing rules can reduce the time to assign

Chat Duration indicates how long your agent/team is taking to close an assigned chat. This is defined as the time interval from the a chat is assigned to an agent to the moment when the agent/team closes the chat. The KPI shown here is an average across all chats during the selected time period.

Note: Note that chats from the previous time period may appear in the Queue screen and will not be counted for the In Queue KPI.

Agents Reports

Agent Reports help you track and understand how well your agents are performing. For the selected timeframe, the following metrics will be shown for each agent:

1. Carry Over: The total  number of chats that were assigned to the agent prior to the selected time period and havent been closed or reassigned yet.

2. Assigned: The total number of chats assigned to the agent during the selected time period.

3. Closed: The total number of chats closed by the agent in the selected time period. 

4. Reassigned: The total number of chats reassigned by the agent in the selected time period. 

5. Open: The total number of chats that are were assigned or carry forwarded and are not yet closed or reassigned. 

• Open = (Assigned + Carry Forward) - (Close + Reassigned)

6. Completion Rate: The percentage of chats were work is completed by the agent. A work is considered complete when a chat is either closed or reassigned. 

• Completion Rate = (Closed + Reassigned) / (Assigned Chats + Carry Over)%

7. Response Time: The average time taken by the agent to respond to an incoming customer message.

8. Online: The total length of time an agent has been online. This is calculated from the moment the status was last changed from offline to online.