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For the complete documentation index, see llms.txt. This page is also available as Markdown.

Conversation Report

From Conversation Report, you can view the conversational data such as New Chat case, Closed case, and Case Source.

Previous Feature Name: Chat Statistics

Time Period

  • The preset period will be from today to the past 14 days (2 weeks)

  • You can click the date to select the period that you want to review

  • After selecting the new period, the whole page will be updated at the same time

  • The data will be refreshed every hour

Data Overview

  • Total New Cases = New Chatbot Cases + New Live Chat Cases

    • New Live Chat Cases: All cases that have not been triggered the Chatbot will be counted as Live Chat

      Remarks: When the case is in "Closed" status and customers send a message again, the case will be transferred to "Progress" status. Also, there will be 1 more case of "New Live Chat Cases"

    • New Chatbot Cases: The bot is created through "Advanced Automation -> Bot Builder"

  • Trigger point from Chatbot to Live Chat

    1. Customers click "Live Chat service" in the Chatbot

    2. Customers have not entered any keyword to trigger Chatbot and it will become Live Chat

  • Followed Up Case

    • Before closing the case, the Followed Up case will only be counted once(Even if the case is assigned from A teammate to B teammate)

  • Live Chat Response

    • Calculation formula: Followed Up Cases / (New Live Chat Cases + Chatbot to Live Chat Cases)

  • Closed Case Count

    • One conversation may be closed more than once

    • Example:

      • After closing Conversation A, Conversation A will create 1 Closed Case.

      • Then, customers ask another question. When the second question is solved and closed the case again, Conversation A will create 2 Closed Cases

  • Closed Case Rate

    • Calculation formula: Closed Case Count / Followed Up Case

Conversation Report FAQ

  • New Cases & Closed Case Count

    • These two parts are calculated separately

    • Example：

      • The selected period is /1/9 - 8/9

      • Case B is added on 31/8 and closed on 2/9

      • Within the selected period, Case B is not included in the "New Case" but is counted in "Closed Case" as the case is closed within the period

  • Ｑ1: If the case is first created in Chatbot then the customer clicks to find "Live Chat", how to count the case status?

    • A1: It will record the status when the case was first created. So, it will be counted in "New Chatbot Cases"

Chart

  • Show the daily data

  • Preset a time period at the right top corner of the page and select "Daily", "Weekly" and "Monthly" to check the data

  • One week = From Sunday to Saturday

New Conversation Report

  • List the number of New Chat Cases within the selected period

  • Move the cursor to the date and you can see the proportion of different cases

    • Take the higher chart 05-12 as an example

    • Total 36 New Cases are created

    • New Chatbot Cases: 25% = 9 Chatbot Cases / 36 New Cases

    • New Live Chat Cases: 75% = 27 Live Chat Cases / 36 New Cases

Case Handling Reports

  • "Case Handling Reports" is based on the Case first created

Average Waiting Time

  • Average Waiting Time: The time between the case being created and the case being followed up by CS

  • Average = (Average Waiting Time* Selected days) / Selected days

    • The Green link would be the "Average" of the selected period

  • "Average" can be a standard of daily Average Waiting Time, so you can evaluate the performance of the CS

Average Handling Time

  • Average Handling Time calculation: Regardless of whether the case is handled by a live agent or a chatbot, any conversation that moves from any status (e.g., Pending or In Progress) to Closed will be included in the calculation.

  • Average Handling Time Example

    • If the case is transferred to several CS members

      • CS A handles the case for 3 minutes and transfers to CS B

      • CS B handles the case for 4 minutes and transfers back to CS A

      • CS A handles the case for 5 minutes and closed the case

      • CS A handling time: 3 + 5 = 8 minutes

      • CS B handling time: 4 minutes

      • Average Handling Time:( 8 + 4 ) / 2 = 6 minutes

  • Average = (Average Handling Time * Selected days)/ Selected days

    • The Green link would be the "Average" of the selected period

  • "Average" can be a standard of daily Average Handling Time, you can view how much time the CS needs to handle the customers' enquiries

Average Response Time

  • The time difference between the team member's reply after the team member received the message from the guest. If the guest sends multiple messages and the team members only reply, the time of the first guest's message will be counted

  • You can download CSV record by each case

  • Calculation method: Total of all first response times ÷ number of first replies

Example Scenario:

  • At 16:50, the customer sends a message and receives a reply from the brand at 16:50 as well → This creates one response time interval, and this stage is considered completed.

  • At 16:50, the customer asks another question and sends three consecutive messages before receiving a reply from the brand → The time difference between the first message in this new stage and the brand’s reply is counted as the second response time interval.

Average First Response Time

Conversations from the Website Chat Plugin are currently not supported in this calculation.

  • The time difference between a customer’s first message and the first reply from a customer service agent (status changes from Open → First Reply under In-Progress).

  • Calculation method: Total of all first response times ÷ Number of first replies

Example Scenario:

  • At 13:45, the customer sends their first message and opens the conversation window → The conversation falls under Open status.

  • A brand member follows up the conversation into his/her In Progress, then sends the first reply at 17:29 → The time difference between 13:45 and 17:29 is counted as one first response time.

  • If the customer sends additional messages while the conversation is still In Progress, any subsequent replies from the brand will not be included in the average first response time calculation → This is because the conversation was not closed and restarted, and therefore does not go through the Pending → First Reply cycle again.

Follows up the conversation from Open status
The first message sent under In Progress status

Missed Chats

Missed message calculations exclude closed conversations.

Sources of closed conversations include the following:

  • Single conversation closure

  • Bulk closure

  • Auto-closure

  • Single conversation unbinding

  • Deactivating team members

  • Team Members > Edit Contact > Unbind

  • No matter which status of the conversation sent by the guests, If the real customer service doesn't respond within 720 minutes, the response will be considered a missed chats.

  • You can download CSV record by each case

Export the CSV File

  • Click "Download" to export the CSV format of the selected period

Case Source Reports

  • Case Source Repoets shows the total number and proportion of the cases from different channels

  • Even the channel have not been activated, it will still be displayed here

  • The non-activated channel data will be 0 (or activated but no case created within the selected period)

Teammates Reports

  • Follow Up Case

    • The number of cases “Follow Up” manually

    • The number of cases are "Auto Assigned"

  • Close Case

    • The number of cases “Close” manually

    • Cases closed while still in “Open” status (Live chat/Chatbot) are also included

  • By default, 10 members will be displayed on each page

  • Click the member name and there is a pop-up chart showing the member's daily Case Handling Reports and Average Handling Time

PreviousAnalytics
NextCustomer Insights (CDP subscription plan only)

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