Conversations

Conversations Analytics displays the following:

"Conversations" chart displays the amount of conversations which were solved during a particular period of time selected by clicking "Filter".

"First response time" chart displays the time agents need to give the first response to the clients.

"Resolution time" chart displays the time agents need to solve the conversations. The time is counted from the moment a conversation goes into "Unassigned" till the moment it goes into "Closed".

"Messages" chart displays the whole amount of messages sent by agents and groups. The messages in closed conversations are counted only.

"Response time (excluding first response time)" chart displays the time an agent spends on giving a response in an active conversation.

"Conversations by issues" chart displays the issues with which the clients contact Customer Support Center. Click "Settings" to customise conversations issues.

NB!

Conversation is a messaging request from a client. It's considered active from the moment it goes into "Unassigned" till the moment it goes into "Closed". Conversation should include at least 1 client's and 1 agent's messages. Notes aren't included.

Is it possible to view analytics of working and non-working hours separately?

You can customise the parameters in "Group settings" to view analytics of working and non-working hours separately.

Click to download csv-file with data analytics.