Managers have the ability to access and view agent Analytics on ChatCenter.
To access the Analytics page:
1. Under ChatCenter, click the 'Analytics' tab in the top left corner of the page.
2. Select the Agent that you'd like to view stats for on the left side of the page.
You can edit the time frame of the statistics you'd like to see by clicking on the date drop down menu in the top right-hand corner of the page.
Here you can see the agents' average rating, average duration, and average availability.
The average rating is calculated from feedback submitted by the customer from the customer satisfaction rating survey at the end of a chat.
The average duration is the average time an agent is actively chatting.
The average availability is the average number of hours that an agent is available online.
Here you can view how many chats have been assigned to an agent and how many chats were closed by the agent.
Under the transferred chats block you can see how many chats have been transferred to an agent along with how many chats have been accepted by the agent, declined by the agent, missed by the agent, and total number of chats received.
Here you can see a detailed view of each agent chat.
You can see the date of the chat, rating of the chat, duration of the chat, and how many messages were exchanged during the chat.
You can also access the chat history of each chat by clicking on the message bubble icon.
You can see the agents' login and logout time along with the duration of time the agent was logged in that day.
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