The Chat Analytics group of reports provides an essential solution for monitoring and understanding your team's performance. You can utilize our ready-to-use curated reports or use a combination of metrics from the following modules to create your own reports:
This article explores each module and highlights the benefits they offer for optimizing your team's performance.
Conversations Module
The metrics under the conversation module include data that allow you to analyze everything about your conversations, right from understanding the agent performance to analyzing chat traffic.
The list of metrics that you can find under the conversation module are:
| Attribute Name | Attribute Type | Defintion |
|---|---|---|
Attribute name | Attribute type | Definition |
Conversation | Metric | A new or reopened (after resolution) conversation thread in a channel |
First response time (bhrs) | Metric, filter, group by | Time taken after agent assignment to send the first response taking into account the business hours |
First response time (chrs) | Metric, filter, group by | Time taken after agent assignment to send first response |
First group assignment time (chrs) | Metric, filter, group by | Time taken post initiation, to assign the conversation to a group |
First group assignment time (bhrs) | Metric,filter, group by | Time taken post initiation, to assign the conversation to a group (only including business hours in time calculation) |
Resolution time | Metric,filter, group by | Time taken to resolve the conversation since its assignment |
First agent assignment time (chrs) | Metric,filter, group by | Time taken post initiation, to assign the conversation to an agent |
First agent assignment time (bhrs) | Metric,filter, group by | Time taken post initiation , to assign the conversation to an agent (only including business hours in time calculation) |
Interaction time | Metric,filter, group by | Absolute time from user's first message to resolution of interaction |
Wait time (bhrs) | Metric,filter, group by | Time taken to get first response from the time conversation was initiated (only including business hours in time calculation) |
Wait time (chrs) | Metric,filter, group by | Time taken to get first response from the time conversation was initiated , regardless of the business hours |
CSAT score | Metric,filter, group by | No. of stars selected by user on CSAT survey |
Response time (bhrs) | Metric,filter, group by | Time taken by agent to respond to subsequent user messages after first response is sent (only including business hours in time calculation) |
Response time (chrs) | Metric,filter, group by | Time taken by agent to respond to subsequent user messages after first response is sent, regardless of the business hours |
Agent responses | Metric | Count of agent messages across conversations |
User messages | Metric | Count of user messages across conversations |
CSAT responded at | Metric | Count of conversations where a CSAT was provided |
Agent reassignment time (bhrs) (only including business hours in time calculation) | Metric,filter, group by | Time taken to re-assign a chat to another agent after the first assignment |
Agent reassignment time (chrs) (only including business hours in time calculation) | Metric,filter, group by | Time taken to re-assign a chat to another agent after the first assignment, regardless of the business hours |
Group reassignment time (bhrs) (only including business hours in time calculation) | Metric,filter, group by | Time taken to re-assign a chat to another group after the first assignment |
Group reassignment time (chrs) (only including business hours in time calculation) | Metric,filter, group by | Time taken to re-assign a chat to another group after the first assignment, regardless of the business hours |
Group assigned at | Filter and Group by | Time at which a group was assigned to a conversation |
Reopen type | Filter and Group by | Reason for a conversation getting reopened -New, Customer Reopen, Agent Reopen, DSAT Reopen |
Member assigned at | Filter and Group by | Timestamp when interaction was assigned to agent anytime(new or reopened) |
First member assigned | Filter and Group by | Timestamp when an interaction was first assigned to an agent (new or reopened) |
Initiated at | Filter and Group by | Timestamp when interaction was created (new or reopened) |
Status | Filter and Group by | Current status of the conversation Unassigned, Assigned, Resolved, Deleted, Any (includes all interactions) |
Resolved at | Filter and Group by | Timestamp when interaction was resolved (new or reopened) |
Within business hours | Filter and Group by | Whether the interaction was initiated within business hours. True or False |
Source | Filter and Group by | Platform from where the conversation was initiated: MOBILE, WEBCHAT, FACEBOOK_MESSENGER, WHATSAPP, FB_NATIVE, ABC, LINE |
Issue resolved | Filter and Group by | Yes or No response to CSAT question |
Group name | Filter and Group by | Chat group to which the interaction is assigned |
Label Category | Filter and Group by | Label category applied to an interaction post-resolution |
Label Subcategory | Filter and Group by | Label subcategory applied to an interaction post-resolution |
CSAT Score | Metric,filter, group by | No. of stars selected by user on CSAT survey |
Agent email | Filter and Group by | Email id of the agents profile |
Agent timezone | Filter and Group by | Timezone on which the agent's profile has been set up |
Agent name | Filter and Group by | Name of the agent |
Interaction id | metric | Unique identifier for every interaction on chat |
SLA policy id | metric | Unique identifier for an sla policy |
Agent responses | metric | Count of agent responses on an interaction |
SLA compliance rate | metric | Count of interactions which adhered tot he SLA policy |
First response SLA breach | metric | Provides the count of interactions where SLA breached due first response not going within the specified time |
Next response SLA breach | metric | Provides the count of interactions where SLA breached due next response not going within the specified time |
Issue reopened | filter | Yes or No response to CSAT question |
Response due type | filter | Identifier to understand if a conversation has first response due or response due |
Initiated at | filter | Timestamp at which an interaction was initiated |
Offline conversation | filter | Flag to identify if an interaction was tirggered dusring offline hours |
Channel | filter | Channel on which conversation was initiated |
CSAT received by | filter | The name of the agent who was assigned to the interaction when CSAT was provided |
Channel topic | filter | The channel topic on which the conversation was initiated |
First response by | filter | Name of the agent who provided the first response |
First response assigned group | filter | |
First response at | filter | Timestamp at which the first response was sent by the agent |
SLA policy name | filter | The name of SLA policy applied to the conversation |
SLA policy type | filter | The policy type applied to a conversation - First response, every response |
SLA breached at | filter | Time at which SLA was breached for an interaction |
conversation status | filter | Currwnt conversation status of the interaction - Open , Waiting on customer, wating on internal team , Resolved |
Assignment status | filter | Current assignment status of a interaction- Assigned or unassigned |
Resolution actor type | ||
Type | filter | Classification of an interaction into a one of the options configured on the Type conversation property |
Resolution actor subtype | filter | |
Priority id | filter | Unique id corresponding to each priority status |
Conversation priority | filter | Priority assigned to a conversation - High low medium |
Survey name | filter | The name of the survey as configured on the survey builder , that was sent to the user |
Messages Module
The Messages module contains metrics that help you analyze the conversation messages, enabling you to enhance the message quality and reduce resolution time.
The metrics available in this module are:
Attribute name | Attribute type | Definition |
Message | Metric | Count of messages sent in an interaction |
Message Type | Filter and Group by | The type of the message (carousel, drop down, calendar, image, attachments, private note, mention, etc) |
Sent By | Filter and Group by | Nested: User (name), agent (name), API, BOT |
Response Time | Metric | Time taken by the agent to send a response after last message from user |
Sent At | Filter and Group by | Timestamp when the message was sent |
Chat Availability
The Chat Availability module contains metrics that let you learn from customer interactions and help you analyze or compare agents’ availability and productivity, allowing to distribute resources accordingly.
The metrics available in this module are: