In the following FAQ, we will answer the most frequently asked questions about Webcare Statistics.
In the Webcare Statistics dashboard, you gain more insight at the conversation level. This means that you can report on conversations, not just individual handled messages (as in the Reports module). Additionally, you have all the important statistics directly visible in a real-time dashboard.
This article contents:
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Is the conversation measurement based on the stream's opening hours?
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Can you merge an old and a new conversation to make it one conversation?
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Why does the SLA in Webcare Statistics differ from the SLA in the Reports module?
What functionalities are available?
The following aspects are measured:
- Number of conversations
- Number of individual incoming messages
- Handling time
- Waiting time
- Response time
- Agent availability
- Service level
- Outgoing volume (per linked) account
How long does a conversation last?
A conversation lasts for a default duration of 72 hours. If, within 72 hours, the same customer sends a new message, a new conversation is created. If a customer sends a new message after the 72 hours, it will be part of the old conversation.
You can easily adjust this 72-hour value per stream in the stream settings.
How is the handling time calculated?
The handling time is calculated from the moment the message is claimed by an agent until the moment the agent unclaims the message.
Is the conversation measurement based on the stream's opening hours?
When measuring conversations, the stream's opening hours are taken into account. Waiting time and response time calculations consider the opening hours.
Can you filter by agent or team level?
Yes, you can do this by adding or excluding an agent or role in the filter overview.
Can you report on different topics within one conversation?
You can do this by assigning tags to the messages. This way, you can see if multiple topics have been addressed within a conversation.
Can you export the statistics?
Currently, you can export each graph individually as a CSV file. PDF export will be added later, along with the ability to export all data per case to a CSV file.
Is spam automatically filtered out of the reports?
No, in the "conversation" graph, you can see how many conversations are labeled as spam. You can also filter out spam messages using the filter bar.
Can you merge an old and a new conversation to make it one conversation?
No, currently, it strictly looks at the 72 hours (or the time set by you). However, this may be possible in the future.
Can you add cases to a conversation?
Not yet. In the future, we will implement the ability to manually add or remove a message from a conversation.
Can you combine Webcare Statistics with the Reports module?
No, this is not possible. Webcare Statistics is a standalone dashboard that will eventually replace the Reports module.
How is the average handling time calculated when agent 1 starts the conversation and agent 2 completes it? Which agent's handling time is considered for the average handling time?
Average handling time = total time the conversation is claimed per agent.
For example, if agent 1 starts the conversation and claims it for 10 minutes, then agent 2 takes over, completes the conversation, and claims it for a total of 4 minutes. The average handling time for agent 1 would be 10 minutes, and for agent 2, it would be 4 minutes.
How is the Service Level (SLA) calculated?
The Service Level is calculated by comparing the timestamp of when a message is received with the action performed by an agent on the message (e.g., responding or completing). A specific Service Level is set for the stream in which the message is received (e.g., 1 hour). If an action is taken on the message within that hour, it is considered within the Service Level. Otherwise, it falls outside the Service Level. This calculation also takes into account the opening hours specified in the stream.
Why does the SLA in Webcare Statistics differ from the SLA in the Reports module?
Reporting and Webcare Statistics are different modules and use different calculations for the statistics. In reports, the SLA is simply calculated as within SLA (100%) or outside SLA (0%) for each message. In the graph, all 100% and 0% are weighted against each other to form an average. In Webcare Statistics, the same calculation is performed for each individual message within a conversation to determine a percentage for the entire conversation. Finally, the conversations are weighted against each other to form the percentages in the graph.
Example calculation of SLA in Webcare Statistics: A conversation contains 2 messages. If you respond to one message after 61 minutes, it falls outside the SLA. If you respond to another message within 1 minute, it falls within the SLA. The SLA for the conversation would then be 50%, and the average handling time would be 31 minutes.