Chat Statistics Guide

——Learn about the usage methods and indicators of Chat Statistics through this article

Role of Chat Statistics

We would like you to know about the scenarios and roles of Chat Statistics first:

● Chat Statistics is used by the admin to analyze the reception of all chats

● Support data permission isolation by skill group

● Understand the details of channel chat reception based on different channels

● Data range includes agent chat data and agent message data, excluding bot chat data

How to Use Chat Statistics

You can find Chat Statistics in the new version of the livechat console menu:

● Data Filter Rules and Conditions

1. Support data permission isolation by skill group, department and inquiry channel.

2. Support filtering by time, with the minimum unit of seconds.

3. Support agent filtering by department and skill group.

4. Support filtering by channel and sub-channel.

5. Support filtering by bot and agent.

6. Support displaying reports by Total, Daily Report, Weekly Report and Monthly Report time dimensions.

● Indicator Range & Description

1. Chat Statistics includes two reports: Chat Data and Chat Message Data.

2. The indicator types included in the Chat Data are Queuing Chat Data and Inquiry Agent Chat Data.

Type	Indicator Details
Queuing Chat Data	Queuing Chats, Unqueued Chats, Unqueued Connection %, Queuing Connection Chats, Queuing Connection %, Queue Leaving Chats, Queue Leaving %, Avg. Queuing Connection Time, and Avg. Queue Leaving Time.
Inquiry Agent Chat Data	Total Chats, Independent Reception Chats, Independent Reception %, Valid Chats, Invalid Chats, Valid Chat %, Unreceived Chats, Unreceived Chat %, Avg. Reception Time, Avg. 1st Response Time, and Avg. Response Time.

3. The chat message data range is the message data between agent and customer during the agent chat.

Type	Indicator Details
Agent Chat Message Data	Total Chat Messages, Customer Messages, Agent Messages, Agent Offline Messages, Avg. Messages Per Chat, Q&A %, Avg. Customer Messages Per Chat, Avg. Agent Messages Per Chat, Agent Chars, and Avg. Agent Message Chars Per Chat.

4. Indicator definitions and formulas are displayed in the report and can be viewed in the following location.

Figure 1: New Admin Console Chat Statistics Page

● Other Functions

1. Indicator custom display: support controlling which indicators are displayed and the display order by Settings button in the report.

2. Report export function: support exporting by custom display fields.

3. Open API:

Chat Data API: support acquiring agent chat overview statistical results by calling this API. Agent Chat Statistics (opens new window)

Chat Message Data API: support acquiring chat message statistical results by calling this API. Chat Message Statistics (opens new window)

FAQ

● Q: Why is there no bot chat data?

A: The bot chat data is viewed in the new bot admin console. Because the bot has not underdone data permission isolation, it is not reflected in the agent data report.