Analytics

This is an in-built analytics dashboard that allows you to track your Livechat agents' performance (productivity) over any period of time. It gives managers the insight they need to make data-driven decisions that improve the customer experience.

To access the Omnichannel analytics settings,

• Go to Administration > Omnichannel > Analytics.

• You can filter the analytics based on Type, Departments, Start date, End date, and Chart.

Omnichannel Agents Conversation Analytics

To view conversation history analytics,

• Select Conversations from the Type drop-down menu.

• 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 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 the total messages handled by each one of your agents from your selected department from the Chart field.

Omnichannel Agent Productivity Analytics

To view productivity history analytics,

• Select Productivity from the Type dropdown menu.

• 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 for each of your agents from your selected department.