Agents (Chat Desk)

Included in the Interact and Transact packages.

You get access to the following Chat Desk reports in the Clickatell Portal:

These reports can be downloaded as PDFs. If any filters were applied, only the filtered results are exported.

Where applicable, view Definitions for terms used in the reports via the button in the top right.

Full Analytics

This report provides a full view of your Chat Desk data over different periods.

Summary Report

The Summary Report provides an in-depth view of chat activities.

  • The report can be filtered by period and default month.

  • At the top of the report, various metrics summarize how Chat Desk and your agents are performing.

Metrics include:

  • Total number of chats and the daily average number of chats

  • Number of tickets

  • Number of closed chats

  • Number of tickets closed by an agent

  • Average number of outbound and inbound messages

  • Average number of messages per conversation

  • Number of active, new, and returning end-users

  • Total number of business interactions

Scrolling down, you'll find graphical representations of your data.

Agent Detail Report

The Agent Detail report provides an in-depth view of agent performance. The report can be filtered by period and time of day.

At the top of the report, various metrics summarize how your agents are performing.

Metrics include:

  • Total number of active agents

  • First chat resolution rate and repeat chat rate

  • The ratio of agents to chats

  • Average response time and average handle time

  • Transfer rate

  • Number of tickets created outside of business hours

  • Average duration between interactions and between messages

Scrolling down, you'll find graphical representations of your data.

Templates Report

This report provides information on the usage of message templates in Chat Desk and includes data on the following:

  • Outbound templates and inbound responses by date

  • Outbound templates and inbound response by time of day

  • Outbound templates and inbound responses by day of the week

  • Outbound templates and inbound response by interaction type

  • Outbound templates and inbound response by sub-category

  • Outbound templates and inbound responses by template name

  • Outbound templates by agent name

  • Outbound templates by department name and template name

Customer Satisfaction

Get an overview of today's NPS and CSAT survey results (given these surveys have been set up in Chat Desk).

The report includes:

  • Total surveys presented and answered

  • Net Promoter Score and Average CSAT Score

  • Rating per question

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