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, 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

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, considering the business hours.

First response time (chrs)

Metric, filter, group by

Time taken after agent assignment to send the 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

Time from agent assignment to the last message, from the agent's first message to the resolution of the 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 the first response from the time the 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 the agent to respond to subsequent user messages after the first response is sent (only including business hours in time calculation)

Response time (chrs)

Metric, filter, group by

Time taken by the agent to respond to subsequent user messages after the 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

The 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 an 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 agent profile

Agent timezone

Filter and Group by

Timezone in 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 that adhered to the 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

The timestamp at which an interaction was initiated

Offline conversation

filter

Flag to identify if an interaction was triggered during offline hours

Channel

filter

The channel on which the 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

The timestamp at which the agent sent the first response 

SLA policy name

filter

The name of the 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

Current conversation status of the interaction - Open, Waiting on the customer, waiting on internal team, Resolved

Assignment status

filter

Current assignment status of an interaction- Assigned or unassigned

Resolution actor type



Type

filter

Classification of an interaction into 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 message type (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 the last message from the 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 you to distribute resources accordingly.

The metrics available in this module are:

Attribute name

Attribute type

Definition

Duration

Metric

Amount of time an agent was active on IntelliAssign (in seconds)

Start time

Filter and Group by

The timestamp at which the agent was marked active on IntelliAssign

End time

Filter and Group by

The timestamp at which the agent was marked inactive on IntelliAssign

Agent email

Filter and Group by

Email ID of the agents' profile

Agent name

Filter and Group by

Name of the agent

Agent group

Filter and Group by

Group to which an agent belongs