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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 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