Analytics
This feature allows you to view the chat flow (conversation) and your Live Chat agents' performance (productivity) over a span of time that you choose.
To access the Omnichannel Analytics settings, go to Avatar Menu > Omnichannel > Analytics. In this section, you can filter analytics based on **** Type, Department, Start and End date.

Omnichannel Agents Conversation Analytics

  • Select conversations from the Type dropdown menu to view conversation history analytics
  • Select your desired department
  • 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.
On Hold Conversations: Shows the conversations on hold
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 the most chats for your selected period of time.
You can also see the percentage of conversations, the average of chat duration, and total messages handled by each one of your agents from your selected department, from the Chart field

Omnichannel Agent Productivity Analytics

  • Select Productivity from the Type dropdown menu to view Productivity history analytics
  • Select your desired department
  • 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:
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Omnichannel Agents Conversation Analytics
Details of conversation matrices
Omnichannel Agent Productivity Analytics
Details of productivity matrices: