Analytics

Introduction

TopicDescription
Service TimeWhat is Service Time and how does it affect your data
ImpressionsThis section shows the raw numbers of your chat service.
Chat InsightsThis section shows detailed information about your chat conversations.
QualityThis section focuses on metrics to give an indication of the quality of your chat service.
AvailabilityThis section shows the online availability of your chat team(s).
Widget TimelinesThis section shows the availability of your Chat Widgets on a timeline.
Operator TimelinesThis section gives you detailed insights into the daily activities of your Operators.
Operator StatusThis section shows how many of your Operators are online or away.
UtilizationThis section indicates how occupied your Operators are.
GoalsIn this section you can see how many of your Goals are reached.
Missed OpportunitiesThis section shows the number of chats you’ve missed.
TopicsThis section gives insight into the type of inquiries.
SurveysThis sections shows the number of specific survey responses you’ve received.
WebvisitorsThis sections shows details about the users of your chat.
Analytics DashboardsWhat Dashboards are and how to make use of them.

In your Dashboard's "Analytics" you get numerical insights into the performance and opportunities of your chat service. It can be used to optimize your chat setup.

Per section the data can be filtered by date range, by Widget, by Operator, and by group. When you limit the date range to 1 day, the data will be displayed on an hourly basis of that specific day. For larger date ranges, you can choose between "auto", "days" and "months" resolution.

On the right you can choose to show the data in a line graph, bar graph, pie chart, or in a table chart. Furthermore, you can easily compare the performance of multiple Operators, Operator Groups, or Widgets, by selecting the specific bodies you want to compare. Each selected data set can be downloaded as a CSV file.

Service Time

In the settings for each of your organizations you can configure your "Service Time", which will usually align with the business hours of your support staff. This will add a visual indicator to all daily graphs we generate for you to highlight the important part of your data.

Additionally, you can choose between three different filtering options for your data based on "Service Time".

  • Don't filter events - "Service Time" has no effect on your data
  • Filter events in aggregations - graphs with hourly resolution still show events outside of "Service Time", but summaries with daily and monthly resolution will not take them into account
  • Filter all events - all events outside of your configured "Service Time" will be hidden completely

This setting can be changed at any time and does not affect the data we collect for you in any way.

Impressions

This section shows the raw numbers of your chat service.

"Chats" is the number of chat connections with at least one message sent by the Webvisitor and the Operator. It gives insight into the days and times you receive most chats. Beware that this can be distorted by your chat availability: when no Operator is available, no chats can be started.

"Proactive Chat Offers" is the number of times your Webvisitors were automatically invited to a chat. This includes both the times that the invitation was accepted as well as the times that it was denied and no chat was started. Beware that this can be distorted by your chat availability: when no Operator is available, no proactive chats will be offered.

"Offline Messages" is the number of Offline Messages your Webvisitors left you. Webvisitors can leave you Offline Messages when you have enabled the Contact Form for the Offline Mode. You might want to consider expanding your chat support to those hours in which you receive many Offline Messages.

Chat Insights

This section shows detailed information about your chat conversations.

"Chat Connections" is the number of times a Webvisitor and an Operator were in direct contact with each other. A connection does not have to include a message exchange. When your chat service is in Passive Connect mode, a connection is only counted when a message is sent by the Webvisitor.

"Proactive Chat Connections" means the number of chat connections that resulted out of proactive chat invitations. When a Webvisitor denies an automatic chat invitation, it does not count as a connection. When a Webvisitor accepts such an invitation, it does count as a connection.

"Average Chat Duration" is the average time per chat. It's defined as the time between the first message and the last message sent in the chat, either by the Webvisitor or by the Operator.

"Chat Messages" is the total number of individual messages sent inside a chat by Operator(s) and Webvisitors.

"Outbound Chat Messages" is the total number of Chat Messages, the individual messages sent inside a chat, sent by the Operator(s) only.

"Inbound Chat Messages" is the total number of chat messages, the individual messages sent inside a chat, sent by the Webvisitors only.

Quality

This section focuses on metrics to give an indication of the quality of your chat service. An interesting section to compare different operators and groups with one another.

"First Response Time" is the time in seconds until an Operator responds after the start of a chat connection. This is an important metric, since it’s the "first sign of life" and an indication to your Webvisitor that he is being served.

"Response Time" is the average Operator response time during a chat conversation. It is the average time between messages sent by the Webvisitor and a message sent by the Operator. It is an indication of how actively involved an operator is in the chats. The "Response Time" typically grows with the number of simultaneous chats.

"Unanswered Chats" is the number of times a chat was started by a Webvisitor, but no answer was provided by the Operator before the chat was closed again. This is a critical metric, because an unanswered chat can represent a missed sale and annoyed Webvisitor.

"Satisfaction Rating" is the average chat rating and is an indication of how satisfied your Webvisitors are with your chat service. 1 star is poor service, 5 stars is excellent service. To get data on this metric, you need to enable the "Survey" feature in your Chat Widgets.

"Feedback" is the number of feedback submissions you have received from your Webvisitors. To get data on this metric, you need to enable the "Feedback" feature in your Chat Widgets.

Availability

This section shows the online availability of your chat team(s). An Operator or Widget counts as 'available' when a chat can be started. When offline, busy, or on "Away", an Operator or Widget counts as not available.

The "Availability" number is an aggregate of the availability of all your Operators. If Operator A was online in the Chat Panel 1 hour and Operator B 2 hours, your availability for that day would be 3 hours.

Widget Timelines

The "Widget Status Timelines" KPI shows the status of your Chat Widgets on a timeline so you can determine when exactly your Chat Widget was available for your customers. When you hover over a segment in the timeline, a tooltip with detailed information will show up.

The different statuses and their colors are as following:

  • Green - the Widget was available for new Chats
  • Red - the Widget was unavailable

Operator Timelines

This section gives you detailed insights into the daily activities of your Operators.

The "Operator Status Timelines" KPI shows the status of your Operators in segments on a timeline in different colors for each status. When you hover over a segment in the timeline, a tooltip with detailed information will show up.

The different statuses and their colors are as following:

  • Green - the Operator was online
  • Orange - the Operator was away
  • Red - the Operator was offline

Operator Status

This section shows how many of your Operators were online or away.

"Operators Online Percentage" is the percentage of your Operators that were online and available for your Webvisitors.

"Operators Away Percentage" is the percentage of your Operators that were marked as away and not available for chats.

Utilization

This section indicates how occupied your Operators are. The closer to 100%, the more workload they have. A very low utilisation rate may indicate that the chat is overmanned, while a very high utilization rate may indicate that you should add more Operators to maintain availability and prevent stress.

"Average Chat Utilization" shows in percentages how occupied your Operators or Widgets have been. If Operator A has 5 chat slots assigned and he has an average of 1 chat throughout his shift, his average utilization rate will be 20%.

With "Peak Chat Utilization" you can see per day or per hour the maximum utilization rate. The "Average Chat Utilization" metric can hide service peaks, which is why "Peak Chat Utilization" is important. If it's at 100%, this means that at that point your chat service was not available for more Webvisitors and you should have had more Operators available.

Goals

In the "Goals" section you can see how many of your Goals are reached as a result from a chat. A Goal is registered as reached when a Webvisitors visits your designated URL during a chat. e.g. "https://www.userlike.com/en/register"

Missed Opportunities

This section shows the number of chats you’ve missed because your chat service was not available for your Webvisitors, either because your Operators were offline, busy, or on Away. A missed opportunity is registered when a Webvisitor clicks the chat button but cannot start a chat because you are offline. The Webvisitor either leaves a message or closes the window. On days or hours when you have a high number of missed opportunities, you should consider expanding your availability.

The "Missed Opportunities" number shows how many chats were missed because the Widget was not manned with active Operators.

The "Missed Opportunities Proactive" number shows how many times a proactive offer was not sent because an operator wasn't available for a chat session.

Topics

This section gives insight into the type of inquiries your Webvisitors contact your service for. The topic function allows you to organise your service more effectively. The "Topics" of Chats and Offline Messages can be adjusted in the "Messages" section of your Dashboard at any time. These changes will be processed in the analytics section.

"Chat Topics" show the number of chat conversations per topic.

"Offline Message Topics" show the number of Offline Messages per topic.

Surveys

If you enabled the "Survey" function in your Chat Widgets, you can analyze your Webvisitors' responses in this section. The "Survey Results" show the number of specific survey responses you’ve received per day or per hour. If you select multiple Widgets, each text will get its own graph.

Webvisitors

In this section you can see details about your Webvisitors, for example where they are from or what Browser they are using.

"Unique visits" shows how many unique users are using your Chat.

"Browsers" shows you the different Browsers your Webvisitors are using.

"Countries" shows you where your Webvisitors are located.

"Webvisitors with name" shows how many of your Webvisitors are known to you by name.

"Webvisitors with email" shows how many of your Webvisitors have an email address assigned.

Analytics Dashboards

Analytics Dashboards is a feature which allows you to build a custom view using up to ten of the KPIs that we provide. You can define multiple Dashboards for different purposes, for example Operator statistics or all information you are interested in about a single Chat Widget. One of your Dashboards must be set as default and will always be the first thing you see when you open the Analytics Dashboard View.

By clicking "Edit Dashboards" in the Dashboard view, you'll be taken to an overview where you can manage your Dashboards. Note that it is not possible to delete a Dashboard which is currently marked as default. You can either edit an existing Dashboard, or add a new one by clicking "Add Dashboard"

In this view, you can configure the name of your new Dashboard and add one or more KPIs. To add a KPI, click the "Add KPI" Button in the Analytics KPI list. KPIs can be moved using the drag handle to the left, their order in the list determines the order in the Dashboard view. KPI Names default to the selected KPI Type, but you can change the name by simply clicking on it:

By clicking the cog symbol to the right of a KPI, it will be highlighted and you can configure its settings in the filter view below:

Everything you configure in the KPI settings will be applied in the Dashboard view, giving you a great range of options to configure Dashboards for your individual reporting needs.