Activity report

The Activity report is a nice way to control the performance of your team and keep an eye on the level of satisfaction of your leads. You can choose a date range for selecting the right period of time.

Here is a summary of all metrics represented on the report:

  • Customer feedback score -  shows the average rating score across your team
  • Number of conversations shows the total amount of live chat conversations for the period
  • Live chat messages per agent shows the number of sent iive chat messages for every agent
  • Customer feedback score (per agent) shows thefeeback score per agent
  • First resposnse time - time from user's live chat message to first response by the agent
    • Quickest response
    • Slowest response
    • Average response (mean*) 
    • Average response (median**)
  • Conversation length - total time from user's live chat message to last response in conversation
    • Shortest conversation
    • Longest conversation
    • Average conversation length (mean*)
    • Average conversation length (median**)

*Mean - You find the mean (informally called the average) by adding up all the numbers in a set and then dividing by how many values there are.

**Median - When you arrange a set of values from smallest to largest, the median is the one in the middle.

You can also download the .csv file with the basic data

Note:

This report is 'heavy' on calculations. So if you have many agents and many chats, it may take time to load it.

Note:

This report is only available for Professionals subscription and higher.

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