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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 Chat Module 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. For “Department”, select the department name from drop-down option.

3. Select the Start Date and End Date from the Calendar to view the chat report in between the selected days.

4. 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. Select the Department to filter the chats attended by them.

5. For agent, navigate to agent tab and choose the name of the Agent to restrain the chats handled by that particular agent.

6. 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.

Satisfaction Rating

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 use filters to export the report for Department and Agent based on criteria like Start Date, End Date, Name of the Department the agent belongs to, or 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.

Agent Activity

By monitoring the activities of all the live agents, you can track down the active time duration of each agent under a certain enterprise. This is a special feature for administrators where they can see their online duration for each agent. They can see current status of the agent, number of chat conversation handled by an agent and their online duration.

To track the online timing of an agent, click Agent Activity in the Analytics page to view the report for each agent.

By default, you can view only lists of agent activity on the current date. To view the agent reports for a specific period, you can change the start and end dates.

When you enable composite report, we can capture the day-to-day agent’s activities report by selecting the required dates in the date filter. And the agent activities will be aligned in order of the selected dates. You can view how long each agent was online, how many chats they handled, and how often they were active throughout the day.

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Chat Monitor