FAQs in this section
What is Chat Insights?
What is the use of Chat Insights?
From where does Chat Insights pull up the information?
How can I go to Chat Insights?
Is the Chat Insights module available with the Free edition?
How can I change the metrics on the Chat Insights page?
How can I use filters in Chat Insights?
Can I save a widget as an image?
I see three sets of information in one widget. How can I view only one set?
What is the 'Conversations by day' widget?
What is the 'Conversations by hour' widget?
What is the 'Hourly response time with number of conversations' widget?
What is the 'Response time by agent' widget?
What is the 'Agent Chat Volume' widget?
What is the 'Chat duration by agent' widget?
What is the 'Customer Satisfaction' widget?
What is the 'Customer Feedback' widget?
My responded conversations are showing 34% in green color with an up arrow. What does this mean?
The Missed Conversations percentage is showing 164% in red color with an up arrow. What does this mean?
My chat duration is showing 27% in red color with a down arrow. What does this mean?
My average chat rating is showing 1% in green color with an up arrow. What does this mean?
My average chat rating is showing 5% in green color with a down arrow. What does this mean?

What are the five blocks of the information below the filters section?

After you move past the filters section, you will find the Summary section that concisely displays important metrics. These metrics depend on the filters you have set up previously.

You can see five blocks here:

  1. Responded Conversations - This block shows the number of conversations the agents have answered in the selected time period. 
  2. Missed Conversations - This block shows the number of conversations the agents have missed in the time period set in the filters. 
  3. Chat Duration - This block shows the total time spent by agents on chats in the selected time period. 
  4. Chat Rating - This block shows customers' average rating to chats in the time period set in the filters.
  5. Avg Response Time - This block shows the agents' average response time in the selected time period.

Each block also shows the percentage increase or decrease in the metrics compared to the previous time range. If it is good progress, then the arrow is green; otherwise, the arrow is red. 

To know more about Chat Insights, click here.
Home Privacy Policy Terms of Service Security Center Policy & Legal Center
© Copyright 2021 Vtiger. All rights reserved.
Powered by Vtiger
Facebook Twitter Linkedin Youtube