In this article, we explain how the statistics reports in our advanced statistics module work.
This report shows the average chat handling time for each individual agent and at the team level. The handling time is calculated from the moment an agent receives a new chat (this can be a new contact or an existing chat that is reopened with a new customer message), to the moment the agent closes the conversation. This report therefore helps us to understand how long, on average, each agent takes to manage a chat assigned to him and to compare his performance with that of the other agents within the account.
Online time per agent
These two graphs show the time spent online (available) by each agent within the account. The first graph allows you to view the sum of the minutes in which an agent has been available in a certain period of time (it is possible to filter by date and extract the sum of a specific period of time). The second report, just below, lists all the connection intervals recorded by agent and which, when added together for a certain period of time, are the average shown above. This second graph is used to keep track of all the moments in which an agent has set himself as "not available" within his Callbell account.
Number of closed chats per agent
This report shows the number of times an agent has closed their chats during a given period of time. This report is useful for measuring the activity of agents because, if they close the chats once managed and once the response has been sent to the customer (recommended behavior for a correct use of the platform), the graph will show the number of closures made by a agent during a period of time that can be filtered by hour (hour), day (day), week (week) or month (month).
Note: the report considers all open chats, regardless of whether they are chats that have a message from the agent as the last message.
Number of cases managed / renrouted
This chart shows the number of cases handled per agent, for a filterable period of time. This graph is only available if automatic chat routing has been used in your account: a case is defined as a chat which is assigned to an agent and which is renrranged and sent back to the "bot" once finished. Since a chat is only sent back to the bot once we expect customer support to have actually been completed, this chart allows us to identify how many cases each agent handled in a given period of time.
Average time to return a chat to automatic routing, filterable by keyword and by agent (average, p95 y p99)
These 3 graphs (average, 95 percentile and 99 percentile) show the time it takes on average from when a customer initiates a conversation (first with the bot and then with an agent) to the moment the chat is rerouted by the agent and sent back to the bot. This graph also considers the bot keyword that has been chosen by the customer: this allows for a comparison of the average management time between agents based on the type of case managed. In fact, we know that some types of requests may take longer to be resolved than others and for this reason it is useful to be able to compare the management time based on the type of case (the determining factor is the keyword that identifies which team a chat is assigned once the customer responds to the automatic routing welcome message).