These reports show how your team handles conversations in Live Chat. Conversations, Responses, Resolutions and LeaderBoard need Conversation Mode turned on in Workspace Settings. The times only count the agents’ office hours, which you set in the same place.
Conversations
Use the Agents and Agent Groups buttons to see the data per agent or per group.
- Conversations Overview: new conversations, conversations closed for the first time, and conversations reopened after being closed.
- Opened vs Closed: conversations opened compared to conversations closed. When the team keeps up, both numbers stay close.
- Heatmaps: opened and closed conversations by day of the week and hour of the day, to see when you need more agents.
Responses
How long agents take to reply:
- Average First Response Time: from the moment the conversation opens until the first agent reply.
- Average Time from First Assignment to First Response and from Last Assignment to Response: the same, counted from the assignment.
- Average Response Time: the time to answer each incoming message, across all assignees.
- Average Subsequent Response Time and Average Number of Responses: the replies after the first one.
Resolutions
How long it takes to close a conversation:
- Average Resolution Time: from start to close, with a breakdown by time range.
- Average Time from First Assignment to Closure and from Last Assignment to Closure: counted from the assignment.
- Average Time to First Assignment: how long a conversation waits until someone takes it.
LeaderBoard
The performance of each agent in the period:
- The top agent, with the conversations they closed.
- Messages Sent, Assigned Conversations, Average First Response Time and Average Resolution Time.
- Charts of assigned conversations, closed conversations and messages sent per agent, with the share of each one.
Status
An overview of conversation statuses. You can filter by channel (Facebook, Instagram, WhatsApp, WhatsApp Cloud, Telegram, TikTok) and by agent or agent group.
- Status: conversations by status: Open, Pending, Done, Spam and Invalid.
- New vs Unreplied: new conversations against the ones nobody answered yet.
- New vs Unsubscribed: new conversations against users who unsubscribed, plus SMS and email opt-outs.
- New vs Unassigned: new conversations against the ones without an agent.