Analytics
This feature allows you to view the chat flow (conversation) and your livechat agents' performance (productivity) over a span of time that you choose.
To access Analytics settings:
Go to Analytics in the omnichannel panel settings, as shown below:

To view conversation history:

  1. 1.
    Select Conversations from the drop-down.
  1. 1.
    Select your desired department.
  1. 1.
    Select your desired start date and end date.

Details of conversation matrices:

Total Conversations: It represents the total number of conversations during the selected period of time.
Open Conversations: It represents the total number of open conversations for your selected department during the chosen period.
Total Messages: It represents the total number of messages received in all the conversations during a selected period.
Busiest Day: It shows the day during which you received the most chats for your selected time.
Conversation Per Day: It shows the average count of conversations you received per day.
Busiest Time: It shows the hour during which you received most chats for your selected period of time.
You can also see the percentage of conversations, an average of chat duration, and total messages handled by each one of your agents from your selected department, as shown below:

To view productivity history of your agents:

  1. 1.
    Select Productivity from the drop-down.
  1. 1.
    Select your desired department.
  1. 1.
    Select your desired start date and end date.

Details of productivity matrices:

Average of Response Time: This matrix represents the average of your agent’s team’s responses to all the conversations that are automatically assigned to them during a selected time.
Average of First Response Time: This matrix represents the average of the team’s first response to all the chats they pick up.
Average of Reaction Time: This matrix represents the average of the team’s reaction to the assigned chats.
You can also see the Average of First Response Time, Best First Response Time, Average of Response Time, and Average of Reaction Time of each one of your agents from your selected department, as shown below:
Last modified 1mo ago