Chat availability metrics in chat analytics
Modified on: Tue, 21 Jun, 2022 at 2:03 PM
Chat analytics lets you learn from customer interactions, which gives actionable insights into your customer experience.
The three reporting modules in chat analytics are:
Conversations
Messages
Chat Availability
With this report, you can analyze or compare agents’ availability and productivity with incoming chat volume to allocate and distribute resources accordingly.
Some of the other primary metrics you can get 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 | Timestamp at which the agent was marked active on IntelliAssign |
End time | Filter and Group by | 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 |
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