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