You can view Open Channels statistics details by clicking Open Channels > More > Statistics details.
You can view full information about all Open Channels conversations of all employees, use filters and export statistics to Excel in this section.
By default, there are three basic conversations statuses displayed in statistics:
- Client awaiting operator's response
- Operator responded
- Conversation closed
But if you need more details, you can click the cogwheel button and select detailed statuses to be displayed in statistics.
Also, you can configure statistics list view there to get more information about conversations.
Use filters to search conversations by client's name, phone number, email address, rating, etc.
Double-click any record in statistics to view message history of the last chat session with a client.
Click the buttons below the cogwheel button > Start conversation to view all messages in all chat sessions with a client.
Click Activity, Lead or Contact in CRM Record column to view the corresponding CRM record.
You can view brief statistics for each open channel in Open Channels section > List.
To access Open Channels statistics details of a department or of a whole Bitrix24 account, a user needs to have an Administrator or Chief Executive role. Users with Manager role can view statistics details of his/her own conversations only.
To configure Open Channels access permissions, you need to have a Standard or Professional Bitrix24 subscription.