Insights into your customer support team performance

Check this article on how to read the report's stats for your customer service software and see how the page looks like


The Live Chat Insights are available for your customer support software. These are useful insights into how your team is performing. You will see the data about:

  • number of daily conversations

  • the average reply time and close conversation time

  • how many conversations were handled by each team member

All this data is easy to comprehend and it will help you to build the strongest customer support team.

How do I read the Insights data?

  • Go to the Insights on the left sidebar

  • If you look at the top right corner, you will see the date range. You can select a date range you are interested in receiving the report on your team performance and the number of incoming chats.

  • First, you will see a number of daily conversations in the inbox:

    • total replies are the total number of replies to a chat message within a chosen date range.

    • new conversations are the total number of new conversations within a certain period of time.

    • mark as done is the total number of closed conversations.

  • Next, you will see the average number of replies per conversation.

  • The average time from opening to closing a conversation. Read this article to learn why you should close conversations and how to do it.

  • The average time it takes for a team to reply to a new message

  • To extract the data in CSV, simply click on the "Download CSV" button.

  • You can see how each member of a team performs including how many chats they reply to, close chat conversations, and the average time it takes for a team to reply to a new message.

How is the response time calculated?
The response time is calculated by counting the time difference between the time when the user opens a new conversation and when the teammate replies for the first time to that message.

So let's say a message from a user was sent at 12:00 and your teammate replied after 5 minutes. The average time will be affected by the fact that he replied after 5 minutes to the user's first message.

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