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(Last Updated On: May 15, 2018)

We’re very proud of our new Analytics system, we have been hard at work on this all-new feature for several months.

We know that actionable data is vital for improving both your business and your customers’ experience, which is why we’re proud to bring you our better, faster, stronger, more accurate, and completely new Analytics system! (Also prettier.)



How do I “drill down” on data points?

Your new ability to “drill down” to individual chats is arguably the most powerful QA feature now at your disposal. Click on almost any data point in any of the Analytics graphs and visualizations to see a list of all chats and/or cases that contributed to that number.

Get more info!

You can also click on any of the chats/contacts in the drilldown table to see the transcript or view-case.

Drilldown Example 1:

Clicking a bar-graph bars in the Overview Report.

If I am looking at the previous week (1), using the period display option “Day” (2), I can click on the blue bar (3) to see all the Live Chats for that day (4).

Analytics Overview Report drilldown

Drilldown example 2:

Clicking line-graph points in the Agent Performance Reports.

If I am looking at the Duration report for Yesterday (1), and I have the agents Melanie and Jon selected (2), I can click on that outlier data point (3), to see why it is so high (4).

Agents Duration Binned ReportAgent selection


How do I download the raw .csv data?

It’s very easy! All you need to do is use the little downloader link at the top right of most visualizations:

downloader


What are the chatType numbers in my .csv?

We assign a numerical ID to each of the different “Chat Types,” and you can see these numerical IDs in the downloadable .csv files.

  • 1  : Manual Offline
    • These are cases in which your visitor reached the Pre-Chat/Offline form, and submitted an offline request directly.
  • 2 : Manual Online
    • These are what we call “Reactive” chats. These are chats requested by the visitor. As opposed to…
  • 3 : Proactive Chats
    • In these chats, your Proactive Chat system fired an invite, and the visitor responded, thus starting a chat.
  • 4 : Not Responded
    • These are chats that were initiated by a Visitor, but the Visitor never got a response from an Agent. These can be either Reactive or Proactive chats.

Why are the numbers in Analytics different than the ones in the old Reports?

If you’re the type to cross-reference the new numbers with the old Reports, you will notice some inconsistencies. Do not be alarmed!

The biggest overhaul in the new Analytics is how we handle timezones. The Analytics dashboard will now display data calculated based on your SnapEngage Account’s Timezone setting. This may lead to some slight inconsistencies between the numbers you see in the old Reports vs. the new Analytics, but know that neither is more “right,” they are just calculated based on different data sets. (Because the 24 hours that constitute a day’s worth of data in one timezone are not the same as those for another timezone.)

Next, we have vastly improved our methods for collecting and calculating Agent Response Time and Duration data, in addition to better event handling for transferred chats. An example of this is the Response Time report:  We now base this time on when agents receive chat notification, instead of when a user starts the chat.  This is beneficial for the agent reporting.


How are the numbers calculated?

The numbers are based on your SnapEngage Account timezone (configurable in your “My Account” page). You can see the currently active timezone in the upper right corner, just above the right-hand sidebar filters.

What about transfers…

…between agents?

A chat in which two or more agents interacted with a visitor will count as one chat in your Overview Report. However, each agent will get credit for their chat with that visitor in the Agent Performance Reports, so it will end up counting as two or more chats total in your Agent Table. Because of this, the sum of your Agents’ total chat counts may be higher than your Overview count.

…between widgets?

A chat that has been transferred from widget A to widget B, will only count as a chat of widget B.

You can also see all of the transfers broken down in the “Transfers” section under “Agent Performance”


What are “Not Responded” chats?

These are chats that were initiated by a Visitor, but the Visitor never got a response from an Agent. These can be either Reactive or Proactive chats.

You really want to avoid these! If you’re seeing a large number of Not Responded chats, you may want to consider adjusting your Chat Assignment rules, and monitor your chat activity trends to make sure you have a sufficient number of agents online at any given time.

High numbers of Not Responded chats are almost always correlated with poor response times, so keep a close eye on your response time analytics, and improve them by following the advice in our Tips and Best Practices Guide.

We are currently working on an algorithm to differentiate between truly Not Responded chats, and a different type we are tentatively calling, “Abandoned.” Abandoned chats will be those where the visitor sends a message, but closes the chat before an agent could possibly respond. If you’re using Proactive Chat you’ve probably seen these, “No thanks,” type of chats.


Wait Time

Visitor wait time represents the amount of time a visitor waits after a new chat has been started, until an agent responds for the first time. This does not include transfer wait times. The difference between the Agent Performance response time vs Visitor Experience wait time is that the Visitor Experience wait time is calculated from the second the visitor sends message including waiting in the queue. While the Agent Performance response time is the time from when an agent sees a new chat pop up in the chat portal and responds.

 

BA4

Queue

The queue time is the average time that visitors are waiting in the queue to be helped.

BA5

If you look at the Chats in Queue vs Total Count report, you can better anticipate your agent staffing needs.

BA7


How Agent Performance stats have been improved

  • Transfer response times are included in response times in the updated agent performance report.
  • Response times are now from when the agent gets the pop up in the chat portal.
  • The difference between the Agent Performance response time vs Visitor Experience wait time is that the Visitor Experience wait time is calculated from the second the visitor sends a message including waiting in the queue until the agent answers the chat. While the Agent Performance response time is the time from when an agent sees a new chat pop up in the chat portal and responds.
  • The chat total in the Overview report counts completed & active chats vs Agent Performance response time chat totals are completed chats.
  • Any downloaded overview report will match overview total however, keep in mind active chats finishing up can make those numbers not match.

Any other questions?

Do you have any lingering questions we didn’t address above? Please let us know!

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Published July 22, 2014