Chat Analytics
While looking for the ways to improve customer engagement, Chat Analytics plays an important role.
Tracking the areas of your customer support that needs enhancement can be easily done in Twixor EnCaps by the built-in analytics feature, which traces the essential chat metrics.
Find the Twixor EnCaps Chat Analytics Dashboard here:
In this page, we’ll describe the most important live chat metrics used in Twixor EnCaps that will turn your customer agents into a crew of support champions. I believe that you’ll find these ways painless to employ in your business too!
To view the way the chat utilization impacts the measurements like average Chat Timings(how long the visitor is participating in the chat session), Day Wise Chat Report (Number of chats taken place per day) and Satisfaction Rating (What is the level of user satisfaction for this particular chat session), you can use this feature.
Learn about how you can use in inbuilt Analytics to get detailed insights on how you can improve your customer satisfaction and engagement.
1. Head to Chats->Analytics.
2. Every organization has multiple departments and each department is responsible for performing their own duties. For example, chat regarding payments will be handled by Accounts department.
3. You can filter the chats based on department and agent by selecting the particular tab in the top right corner. Select the Department to filter the chats attended by them. Choose the name of the Agent to restrain the chats handled by that particular agent.
Click Agent Activity to track down the current status of an agent (Online/ Offline) and total number of chats (Chat load) handled by an individual agent and their online duration.
4. Select the Start Date and End Date from the Calendar to view the chat report in between the selected days.
5. Click Submit to view the report based on the selected criteria.
Day Wise Chat Report
This is the most interesting and important aspect of the reporting portion. This report gives you a pictorial representation of your customer service actions on daily basis. This data helps you to track the reason and time period during which the chats are missed.
Chat Timings
It allows you to trace the time frame taken by each call agent to support consumers and here you can view in-depth insight of the total help desk accomplishment.
This displays how satisfied your consumers are towards your assistance. All evaluations collected while chats are summarized and uttered as a simple measurement namely the customer satisfaction level. Greater it is, the finer customer support.
Now that, Satisfacting Rating is reflecting in Chat Analytics.
Export the Chat Analytics
To export the underlying data of the chat analytics report to an Excel file for further analysis, do the following:
- Go to Chats and select the Analytics menu.
- You can also use filters to export the report based on criteria like Start Date, End Date, Name of the Department the agent belongs to, and Agent Name.
- Click Export in the filters section.
- After clicking Export, the Chat Analytics report will be exported to an excel file.
The Information available in the Chat Analytics Report
Date – Date when a chat was attended by the agents
No of Chats Picked – Total number of chats attended by the agents
No of Chats Missed – Total number of chats missed by the agents
Avg Pickup Time (in Sec) – Average time taken by the agents to pick up on the chat requests
Avg Time Taken (in Sec) – Average time taken by the agents to complete the chat.
