Chat statistics will help you evaluate the most popular open channel with your customers, your employees' effectiveness, average reply time, satisfaction rate, etc.
How it works
Click Contact center > Chat statistics. In this section, you can view all the essential information related to open channels - the number of messages got via each messenger or social network, average reply time, etc.
Reports are presented as widgets, and you can move them with a mouse.
If you accidentally delete a widget, you can always Reset to default view by clicking the cogwheel button.
You can configure any widget. There are two ways to do that - you can click the cogwheel button > Settings or just click Configure.
The following parameters can be configured:
- Click the Pencil button to rename the report.
- Click By filter to set a Reporting Period.
- In the menu on the right, you can select the report presentation form (pie chart, bar chart, stacked column chart, line graph, number, funnel, dual axis graph, active or list).
- Scroll down and you can set the category and the source of the data used in the report.
Also, you can configure some widgets' color.