Go to the 'Chats' tab -> select ‘Statistics’
The statistics page provides you with numerical information regarding the chats performed. The information provided contains:
- The number of chats per day
- Total number of chats
- Chats per hour
- Chats per agent
- Customer satisfaction
- Proactive versus Reactive chats; proactive chats are chats that started because the visitor replied to the greeting pop-up. Reactive chats are chats that were initiated by the visitor.
- Average chat duration
- Success codes
- Average response time; this is the average time it takes the agent to respond to questions or remarks of visitors.
Your chat data can be specified using the following filters:
- Survey option(s)
- Success code(s)
- Blocked and non-blocked chats
The software allows you to specify your data on time frames to your exact liking.