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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


In this article, let us look into the various conversation level metrics you can get from this report and its benefits.

With conversation analytics, you can: 

  • Get in-depth statistics right from when a conversation was initiated, to updated to completed. 

  • Understand whether the incoming chat traffic is increasing or decreasing during the day, week, or over a few months

  • Get volume-based insights on chat label categories and subcategories, to understand the type of conversations your agents are having 

  • Get a more accurate sense of agent performance based on actual metrics and KPIs with better attribution and tailored insights

  • Analyze how well your agents are handling incoming conversation volume, their responsiveness to customer queries, and what customers think of your support.

  • Monitor agent performance in real-time without having to depend on any other tool


Some of the metrics you can view in this report 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 first response taking into account 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

Channel topic

Filter and Group by

Topic name associated with each topic (Remark : data for this is only available from 6th July onwards)