Live Analytics

this is visible under live chat > reports > live analytics combined analytics this will consist of chat reports and customer reports which are represented on graphs live analytics this will consist of ongoing chats, system reports, realtime chat reports widget will showcase the real time values in all cases and at the end of the day (9pm everyday) it will record the peak of a graph and showcase the collative value of the day following are the categories and subcategories shown in the live chat analytic combined chats total chats raised, total chats resolved, missed chats, offline chats, abandoned chats, total tickets raised, voice call initiated, chats reinitiated within 24 hours, chats reinitiated after 24 hours, cobrowse session initiated, follow up leads live analytics > agent report agents logged in, stop interactions per chat, active agents, inactive agents real time chat report ongoing chats, follow up leads, customers reported system report request in queue, current total capacity, customer waiting time, first time report analytics first time response analytics ftr or first time response will be now captured in livechat, which will be calculated the amount of time taken by an agent to reply to any interaction for the first time after it was assigned to them this is visible under livechat console admin login > reports > live analytics > system report > first time response this will capture the average time taken by agents to respond to an interaction when they are assigned for the first time this is visible under livechat console admin login > reports > live analytics > combined report > average first time response chat history section the chat history section will now capture the ftr (in seconds) for each individual interaction and showcase it on the supervisor and admin dashboard this information can also be exported in the exported reports customer report average nps, interactions per chat, average handle time the admin can view real time analytics to keep a track of the livechat system if a date range is selected, the widget must showcase cumulative values for those widget livechat admin can select a date range and channel to filter out the values for better analysis livechat admin can export the data into excel and has various option as last day, last 7 days, last month and custom range average customer wait time the average waiting time of the customer is now available in the livechat reports also the ui for ‘live analytics' is improved to configure this is visible under livechat console (admin) > reports > liveanalytics > customer reports customer wait time is captured and showcased on the 'live analytics' average for this will be showcased as a widget in the 'customer reports graph' please note this record will be captured on a day to day basis also in customer reports, on clicking the average customer wait time it will showcase the graph captured for this value in the last 7 days an option to select average customer wait time is added in mailer analytics reports along with this a column in the excel reports downloaded is added for the same refer the below shown demo for better understanding please note (limitations) for mailer analytics, the data for ‘average customer wait time’ will be sent only on selecting the parameter in the mailer analytics livechat analytics based on category the analytics section in livechat can be filtered according to the different categories the combined analytics can be grouped together on the basis of categories and specific dates this is visible under livechat console login > reports > liveanalytics & combined analytics the pie chart in the live analytics sub section will showcase the bifurcation based on real time end customers same as for the rest of the analytics in this sub section the pie chart in the combined analytics sub section will showcase the bifurcation based on the filter of the time range selected limitation currently, the system considers ipads or any kind of tablet under the mobile device bracket whatsapp session reinitation data "combined analytics" will now feature two new cards displaying chat reinitiations before and after the 24 hour whatsapp session the “chats reinitiated (agent) after 24hrs” card shows business initiated chats initiated after 24 hr session expires and the “chats reinitiated (agent) within 24hrs” card displays business initiated chats within 24 hours disabling the "allow agent to resume the conversation on whatsapp" toggle hides both cards and excludes them from excel exports data for these cards can be filtered and exported