The Omnichannel Analytics dashboard provides visibility into your Livechat agents’ activity and overall performance over a specific period. Managers can use this data to make informed decisions that elevate customer experience.
Access Omnichannel Analytics
To access the Omnichannel analytics dashboard:
Navigate to Manage
> Omnichannel > Analytics.The displayed analytics can be filtered based on the following criteria:
Type: Select the category of analytics you want to view. The options are between Conversations or Productivity.
Departments: Filter by specific organizational departments.
Start date and End date: Define the time range for the data.
Chart: Choose the analytics metrics you want to view. The options vary based on the Type you selected.
View conversation analytics
Conversation analytics summarize how many chats your agents handled and how they fluctuated over time.
To view conversation analytics:
Select Conversations from the Type drop-down menu.
Select your desired department.
Select your desired start date and end date.
You’ll get the following metrics for the conversation analytics:
Metric
Description
Total Conversations
Total number of conversations during the selected period of time.
Open Conversations
Total number of open conversations for your selected department during the chosen period. If no department is selected, the total number of open omnichannel conversations in the workspace is returned.
On Hold Conversations
The count of conversations currently marked as 'on hold'.
Total Messages
The total number of messages received across all conversations in the period.
Busiest Day
The day within the selected period that recorded the highest volume of chats.
Conversation Per Day
The calculated average number of conversations received daily.
Busiest Time
The specific hour during the selected period that recorded the highest volume of chats.
Chart
The Chart field allows managers to visualize agent-specific performance for the selected department, showing:
Total conversations
Average chat duration.
Total messages handled
View productivity analytics
Productivity analytics highlight how quickly agents respond and engage with incoming chats.
To view productivity analytics of your agents:
Select Productivity from the Type drop-down menu.
Select your desired department.
Select your desired start date and end date.
You’ll get the following metrics for the productivity analytics:
Metric | Description |
|---|---|
Average of Response Time | The average response time for all conversations assigned to your team during the selected time. |
Average of First Response Time | The verage first response time for conversations assigned to agents on your team. |
Average of Reaction Time | The average of the team’s reaction to the assigned chats. |
Best First Response Time | This shows your team's best first response time based on the fastest initial replies to assigned chats. |
Managers can also see the Average of First Response Time, Best First Response Time, Average of Response Time, and Average of Reaction Time for each agents from the selected department.