1. Function introduction

Under this function, based on the customer service workload and service quality, you can view the relevant session reception data of individual or all receptionists in a specific time period and specific channel, such as the number of messages , number of started sessions, number of ended sessions, first response time-average (seconds), etc.

2. Function Description

• Select Dimension

In the "Analysis Dimension" column, you can Freely choose to view session-related data by customer service, channel, channel account, and time (supports monthly, weekly, daily, and hourly data).

• Filter by date, receptionist, channel, etc

You can filter and view relevant data by selecting a specific time period, receptionist, channel account, and quickly locate the data you want to view. At the same time, use statistics for specified time periods, such as the interval data from 9:00 to 18:00 in the last week.

• Custom display columns

Click the red box to customize the display columns according to your needs, and you can also move the optional columns up and down to set the displayed columns order, the effect is shown in the blue box.

Explanation of statistical indicators

Pay attention to the indicators below, and data statistics will be based on the dimensions you have selected, such as customer service, channel, and time.

Workload indicators:

   -Number of allocated sessions: Refers to the total number of sessions accessed by the corresponding customer service personnel

   -Number of ended sessions: Refers to the total number of sessions accessed and ended by the corresponding customer service personnel

   -Number of messages: refers to the sum of the number of visitor messages and customer service messages in all conversations

   -Visitor Messages: Refers to the sum of the messages sent by visitors in all conversations

   -Number of customer service messages: refers to the total number of messages sent by all conversation customer service personnel

   -Average number of messages in a single session: take the sum of the number of messages in all sessions/number of sessions

   -Maximum number of single session messages: among all sessions, the maximum number of single session messages is taken

   -Session duration average: refers to the average duration of each session among all ended sessions

   -Maximum Session Duration: Refers to the maximum duration of a single session taken from all ended sessions

Work quality indicators:

   -First response time average: refers to the sum of the first response time of all sessions/number of sessions in all sessions

   -Response duration average: refers to the sum of the duration of all responses in all sessions/number of responses

   -The specific definition of the response time for customer service can be found in the following figure:

   -Number of first response sessions: After the visitor sends a message, a new session is generated. When the customer service connects to the session and there is a personal response, the session is counted as a responsive session

   -First Response Rate:=Number of First Response Sessions/Number of Customer Service Access Sessions (Number of Customer Service Access Sessions, i.e. Number of Assigned Sessions)

   -Number of first unresponsive sessions:=Number of allocated sessions - Number of responding sessions

   -Number of timely responses (24 hours): The number of sessions where customer service has responded to messages in a timely manner within 24 hours after connecting to the session

   -Timely response rate (24 hours):=Number of timely responses (24 hours)/Number of customer service access sessions

   -Number of timely responses (12h): The number of sessions where customer service has responded to messages in a timely manner within 12h after connecting to the session

   -Timely response rate (12h):=Number of timely responses (12h)/Number of unread customer service access sessions

   -Total score for invitation to review: Refers to the sum of all visitor ratings in all conversations (chat channel conversations only, with invitation to review function)

   -Satisfaction: Refers to the sum of the ratings of all visitors in all sessions/the number of sessions with completed ratings (each session takes the latest rating data)

   -Number of invitation rating sessions: Refers to the total number of sessions in which an invitation rating was initiated (but visitors may not have completed the rating)

   -Invitation rating: refers to the number of sessions with initiated invitation ratings/the number of all ended sessions

   -Number of evaluation sessions: Refers to the number of sessions with completed ratings

   -Evaluation rate of invitation for evaluation: refers to the number of sessions that have completed the evaluation/the number of sessions that initiated the invitation for evaluation

   -Participation rate: refers to the number of sessions with completed ratings/all ended sessions

   -Quality Inspection Score: Refers to the average score of the customer service supervisor's completion of quality inspection scores in the conversation, taken as the total quality inspection score/number of quality inspection sessions

   -Number of quality inspection sessions: Refers to the number of sessions in which the customer service supervisor completes quality inspection scoring during the session

   -Quality inspection participation rate: refers to the number of sessions completed by customer service supervisors in quality inspection scoring/the number of all ended sessions