Chat availability metrics in chat analytics

Modified on: Tue, 28 Jun, 2022 at 2:23 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
Chat Availability	Filter and Group by	Sum/average of the amount of time an agent was active on intelliassign
Agent group	Filter and Group by	Group to which an agent belongs
Availability Chat	Filter and Group by	Frequency of agent becoming active on intelliassign