In the manager's environment, you are able to check all the chats that were executed. You just need to go to the main 'Chats' section. This section is divided into three subsections - Chats, Statistics, and Exports.
In the first subsection, you can check the executed chats. You can also filter them to see the chats for specific dates, agents, tags, etc. The filters you can choose among are:
- Date and time
- Survey Options (the ratings the customers left)
- Success Codes (tags)
- Chats (blocked or non-blocked)
- Participants (internal or external)
- Types of conversation
- Statuses (active or closed)
Under the filters, you will be able to see the list of all the chats connected to the filters you have chosen. You will be able to see the date the chat was handled, the type of the conversation, the URL from which the chat started, the agent who handled the chat, the rating (if any), and the total duration of the chat.
To see a specific chat in more detail, you just need to click on it. The first information you see is date (1), duration (2), agent (3), success code(s) (4), visitor identifier (5) (the visitor's ID), and the survey (6). This is where you will also see if the customer has been blocked (7). You will be able to see when the blocking was set, the reason the agent typed in, and when the blocking expires. Next to it, there will be a button to unblock the visitor (8).
Scrolling down will lead you to the chat's transcript, so you can read what happened in the conversation, what the query was about and how did the agent handle the chat. In the end, there will be system messages of who and when closed the chat.
In the statistics subsection, you can see the following statistics:
- Chats per day
- Total number of chats
- Chats per agent
- Chats per hour
- Customer satisfaction
- Success codes
- Average chat duration
- Average first response time
For more information on statistics, you can click here.
In the Exports section, you can download exports according to the date you have chosen. You can also filter them by campaigns. The exports available are:
- Agent activity
- Agent performance
- Automatic invites
You can also share the exports with the shareable links at the bottom of the page.
To download an export, you just need to click on the 'Download' button corresponding to the export you would like to download. The exports will be in a .csv format.