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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


With this report, you can view the number of messages sent as a part of the conversation to avoid unnecessary lengthy conversations which in turn affect the resolution time. 

Some of the other primary metrics you can get are: 

Attribute name

Attribute type

Definition

Messages

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