Analytics

The Analytics page displays the core statistical data for the agent. The data can be filtered by date.

The statistical indicators are as follows:

• Served conversations: Number of incoming and callback conversations served by the agent, including closed and ongoing conversations.
• Closed conversations: Number of conversations closed by the agent.
• Average conversation duration: Average of the conversation duration served by the agent (Duration served/Closed conversations).
• Average first response time: Average of all the first response times of the agent.
• Average response time: Average of all response times of the agent.
• Satisfaction ratings: Average of the satisfaction ratings to the conversations that the agent served. If a conversation has been transferred, all agents who served the conversation share the satisfaction ratings to the conversation.
• Online status distribution: The agent's online time data, including online, busy, away, invisible, login, offline time and proportion.

The Messages/Conversations graph shows the number of messages and conversations per day.

• Conversations: Number of conversations served by the agent.
• Messages: Number of messages sent by the agent, customer and system during the time when the agent served the conversations. For example, if agent A transfers a conversation to agent B. The messages sent before the transfer belongs to agent A; and the messages sent after the transfer belongs to agent B.