Below is an overview of the tiles and charts in the Statistics dashboard. This dashboard displays statistics related to actions performed in conversation streams within the Webcare module. Each chart is described along with what it displays and how it's calculated. This article contents:
Calendar
In the calendar, you can choose 'today,' 'yesterday,' 'last 7 days,' 'last 14 days,' 'previous month,' 'current month,' or select a 'start and end date.' When selecting a 'start and end date,' you can choose up to a maximum of one year in the calendar. Please note! You can select dates up to a maximum of 3 years back.
Save as PDF
You have the option to save your statistics in PDF format. Go to 'Statistics' and select 'Save as PDF'. Please note! Keep in mind that each chart can display a maximum of 100 rows.
Dashboard Overview
- Conversations - This tile shows the total number of incoming conversations. A conversation is a dialogue with a single customer (within the set duration of a conversation).
- Customers - This tile displays the total number of unique customers who have contacted. This number is never higher than the number of conversations, but usually lower as customers often reach out multiple times.
- Streams - Here, you'll see the total number of used (conversation) streams in the Webcare module. The entire statistics dashboard pertains solely to these (conversation) streams.
- Oldest Message - This chart displays the age of the oldest open conversation.
- Handling Time - This chart shows the average handling time across all conversations. Handling time is calculated by examining the time difference between when a conversation is claimed by an agent and when the agent unclaims it. More information can be found below in the chart details.
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Wait Time - This chart provides the average wait time. Wait time is calculated by measuring how long it takes for an agent to engage with a conversation. More information on this is detailed in the chart description below
Charts
- Overview - In this overview, you'll find all the streams and see key statistics for each stream. It includes the number of ongoing conversations (out of the total) and the average wait and handling times. You can also sort by clicking the arrows next to the title.
- Number of Conversations - This chart, like the corresponding tile, represents all uniquely incoming conversations. For private (1 on 1) conversations (such as chat, WhatsApp, Messenger, and Twitter DM), it always involves a conversation between 1 person and 1 linked account. For public data, it always involves a conversation with 1 person within 1 thread. For example, if a person responds to multiple tweets or Facebook posts, these are considered as separate conversations.
- Number of Unique Received Messages - This represents the total count of received unique individual messages. For instance, if a person sends 5 WhatsApp messages with 1 question each, it would count as 5 messages in this chart (but as a single conversation in the chart above).
- Agent Availability - This chart displays the total number of logged-in agents (bars). Additionally, it shows the combined minutes that all these agents were online (line). "Online" in this context means having the status of either "Online" or "Online & available for live chat." "Absent" or "Invisible" statuses are not included in this chart.
- Handled Conversations (per Agent) - This chart shows the total number of handled conversations per agent. It's possible for multiple agents to work on a single conversation; in this chart, both agents are indicated as having worked on the conversation. The total count in this chart may be higher than the total number of incoming conversations.
- Service Level - This chart displays the achieved service level per day. The service level is configured per stream and defines a time frame within which a conversation should be handled. If the conversation is resolved within this time frame, it's marked as "WITHIN service level"; otherwise, it's marked as "OUTSIDE service level." The configured business hours are considered here.
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Number of Sent Responses (per Account) - This chart shows the count of sent responses per linked account. It provides an instant view of the exact number of responses sent per account.
Average Response Time - This chart displays the average achieved response time per day. Response time is calculated by comparing the publication date of a conversation to the moment the agent sends a response. Business hours are taken into account; for instance, if a conversation arrives at 23:00 and is answered at 7:12 (with business hours from 7:00 to 22:00), the response time would be 12 minutes. - Average Handling Time - This chart shows the average handling time per day. Handling time is calculated by measuring how long an agent has claimed a conversation. For example, if an agent claims a conversation and then reads the conversation, tags it, adds the customer to the CRM, writes a note, and responds, all of these steps are counted until the agent unclaims the conversation. Unclaiming can be done by moving the conversation to a different status, manually pressing X, or claiming another conversation. Also, if you close your browser or PC, we'll wait a few more minutes before the conversation is automatically unclaimed.
- Average Wait Time - This chart displays the average wait time. Wait time is calculated by measuring how quickly a message is attended to by an agent in comparison to the arrival time of the message (considering business hours).
Conversation Overview
- Handling time is the time that elapses from the moment a message enters the stream until the moment an agent has handled or responded to the message. This time is only measured during business hours.
- First response time is the time that elapses from the moment the conversation enters the stream during business hours until the moment an agent responds to the conversation. This does not include when the message is touched, as we do not register this in the statistics.
- The conversation gets a timer as soon as it enters the stream. The timer starts running during business hours and, depending on the action taken by the agent, the conversation gets a new time registration (such as the first response time and the total handling time).
- Average response time is the average time an agent takes to respond to the messages from the end user. For example, if a customer sends a message at a certain time, we register the first response time of the conversation as soon as the agent sends an initial reply. If the end user responds again, we register the agent's response time again. This is how we calculate the average response times of the conversation.
What is the difference between "Number of Messages" in your reports and "Conversations" in statistics?
Statistics (Conversations):
- In statistics, we measure only conversations.
- This is determined based on your stream settings, specifically the "Conversation" setting.
- Conversations are the discussions that meet the criteria you have set, such as replies.
Reports (Number of Messages):
- The "Number of Messages" in your reports refers to all messages, including those that fall outside of conversations.
- A conversation can consist of multiple messages. Therefore, the total number of messages in a report is higher than the number of conversations in the statistics.
- In summary, reports include all messages, not just conversations.
In summary:
- Statistics measure only conversations.
- Reports include all messages, including conversations and other interactions.
We hope this helps clarify the difference between "Number of Messages" in reports and "Conversations" in statistics.