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:
TABLE OF CONTENTS
- Conversations Module
- Messages Module
- Chat Availability
- Freddy Copilot Module
- Sentiment Analysis Module
- How Business Hours Affect Time-Based Metrics
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. If no agent is assigned and the first response has been provided, the first response time will be calculated based on: 2. the time the conversation was handed over by the bot. |
First response time (chrs) | Metric, filter, group by | Time taken after agent assignment to send the first response. Time taken after agent assignment to send the first response, considering the business hours. If no agent is assigned and the first response has been provided, the first response time will be calculated based on: 2. the time the conversation was handed over by the bot. |
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 | The time from the first agent assignment to resolution. If the agent responded before assignment or if there's no agent assignment, it's the time from conversation creation or bot handover to resolution. |
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 | The time from the first agent assignment to the last agent response. If the agent responded before assignment or if there's no agent assignment, it's the time from conversation creation or bot handover to the last agent response. |
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, Group by, and Underlying data | The group assigned to the conversation at the time the agent provided the first response. |
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 | Filter, Group by, and Underlying data | Indicates whether the resolution was handled by an agent, through automation, or by a bot. |
Type | filter | Classification of an interaction into one of the options configured on the Type conversation property |
Resolution actor subtype | Filter, Group by, and Underlying data | Offers a detailed breakdown of the resolution actor type, specifying the category of automated resolution. |
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 |
| Assigned agent during resolution (Available from 5th Mar 2024) | Filter and Group by | Name of the agent who was assigned to the conversation when the conversation got resolved |
| Resolution action performed by (Available from 5th Mar 2024) | Filter and Group by | Name of the agent who performed the resolution action |
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:
Freddy Copilot Module
This module provides data driven understanding of adoption and usage of copilot features by agents and to what. extent.
| Attribute name | Attribute type | Definition |
Duration | Metric | Amount of time an agent was active on IntelliAssign (in seconds) |
| Conversations | Metric | Count of conversations where Freddy copilot features played a role - either by agents proactively showing an intent to use a feature or through the proactive suggestions by the system |
| Agents | Metric | Count of agents who utilized copilot features |
| Conversations influenced by suggestion based features | Metric | Count of conversations where agents accepted suggestions provided by proactive quality coach or solution article suggester |
| Agents using suggestion based features | Metric | Count of agent who accepted suggestions provided by proactive quality coach or solution article suggester |
| Conversations influenced by quick access features | Metric | Count of conversations where agents showed an intent to use a copilot feature . The features included are- Rephrase text, Summarize conversation, Enhance tone, Expand text |
| Agents using quick access features | Metric | Count of agents who showed an intent to use a copilot feature . The features included are- Rephrase text, Summarize conversation, Enhance tone, Expand text, Conversational Knowledge Base |
| Suggestions provided | Metric | Count of suggestion provided by the system for proactive quality coach or solution article suggester features |
| Freddy copilot | Metric | Count of unique events that match the provided the filters |
| Unique identifier | Filter, group by, underlying data | A unique identifier for every suggestion provided by the system |
| Unique request id | Filter, group by, underlying data | A unique that is generated every time an agent shows an intent to use Rephrase text, Summarize conversation, Enhance tone, Expand text, Conversational Knowledge Base |
| Event initiated at | Filter, group by, underlying data | Timestamp corresponding to every suggestion or acceptance by the system or user |
| Agent id | Filter, group by, underlying data | Unique identifier corresponding to an agent |
| Conversation id | Filter, group by, underlying data | Unique identifier corresponding to a conversation |
| Feature name | Filter, group by, underlying data | Name of the copilot feature being used |
| Event type | Filter, group by, underlying data | Provides information on the intent behind an event , it contains four values - 1. Suggestion provided - if solution article or proactive quality coach suggestion is shown by the system or if the agent uses any of the proactive intent based features 2. Suggestion accepted - If suggestions are shown by the system for proactive quality coach or solution article suggester 3. Suggestion rejected - if the suggestions shown by the system for proactive quality coach or solution article suggester are rejected by the user 4. Suggestion partially accepted - if the suggestions shown by the system for proactive quality coach or solution article suggester are partially accepted by the user (a few suggestions are accepted and others are rejected) |
| Action performed by - Email | Filter, group by, underlying data | Email id of the user who performed the action |
| Action performed by | Filter, group by, underlying data | Name of the user who performed the action |
| Suggested and Usage Flags | Filter, group by, underlying data | Categorizes each event as suggested, rejected or accepted, the labels are: Suggestions provided, Suggestions rejected, Used by agents |
Sentiment Analysis Module
Provides sentiment related data at a conversation and agent level
| Attribute name | Attribute type | Definition |
| Freddy conversations | Metric, Filter , group by, underlying data | Count of unique conversations |
| Beginning Sentiment numeric | Metric, Filter , group by, underlying data | Provides an average beginning sentiment value on a scale of 3. 1 -> Negative , 2 -> Neutral , 3 -> Negative |
| Ending sentiment numeric | Metric, Filter , group by, underlying data | Provides an average ending sentiment value on a scale of 3. 1 -> Negative , 2 -> Neutral , 3 -> Negative |
| Conversation id | Filter , group by, underlying data | Unique conversation id |
| Conversation_alias | Filter , group by, underlying data | Unique conversation identifier , this has a 1:1 mapping with conversation id (can be used to aggregate at a conversation level on analytics) |
| Resolution type | Filter , group by, underlying data | Provides information on the mode of resolution - agent, auto_resolve, , api_resolved |
| Source | Filter , group by, underlying data | Provides the initial channel of conversation (webchat, facebook, whatsapp , instagram, phone) |
| Conversation status | Filter , group by, underlying data | Current status of the conversation - Open ,waiting on customer, waiting on internal team, or resolved |
| Channel Topic | Filter , group by, underlying data | Name of the topic from which conversation was initiated |
| Updated at | Filter , group by, underlying data | Timestamp of the last update on the conversation |
| Resolution actor type | Filter , group by, underlying data | Provides on information on the actor who resolved the conversation - agent , system or automation |
| Conversation initiated at | Filter , group by, underlying data | Timestamp at which the conversation was initiated |
| Initial User Sentiment | Filter , group by, underlying data | The initial user sentiment for a conversation - Positive, negative , neutral |
| Closing User Sentiment | Filter , group by, underlying data | The closing user sentiment for a conversation - Positive, negative , neutral |
| Label sub-category | Filter , group by, underlying data | Value of the label sub category of the conversation |
| Label category | Filter , group by, underlying data | Value of the label category of the conversation |
| Agent name | Filter , group by, underlying data | Name of the currently assigned agent |
| Group name | Filter , group by, underlying data | Name of the currently assigned group |