Table of contents
Where to find Statistics?
Statistics are a useful feature if you want to monitor how well is your customer support doing, and continuously improve your service. So, if you are a manager, you can set goals for your agents, and check if they manage to meet them. Or you can see where they have reserves and help them with improvement.
You can find Statistics in Dashboard → Statistics. Only the owner of the account or full access agents can see Statistics.
How are the numbers calculated?
- New conversations (count)
- The number of all conversations in your account.
- Conversations replied to (count)
- The number of all conversations, where the agent replied to the conversation. Conversations, which were resolved without replying (such as spam) are not counted.
- Closed conversations (count)
- The count of all conversations which were resolved during this time.
- 1st response time (median)
- Time elapsed between your visitor writing a message and your agent’s first response to this message. So you can see how fast your visitors are being served. This time is calculated only from the conversations which were started when the chat was online.
- Median time to close (median)
- Time elapsed between visitor starting a conversation and agent resolving the conversation.
- Conversation duration (sum)
- The total time all of the agents spent conversing with the visitors.
- Average rating (mean)
- The average rating that your visitors gave your agents. Calculated from ratings of conversations, that you can see in history. In this case, the mean is used.
- Agents
- Individual statistics of each agent for a selected time range. This may help you set KPIs for your agents. You can find your agents’ stronger or weaker points, and work together with them on continuous improvement.
What’s median and why should I use it?
The median is the middle score for a set of data that has been arranged in order of magnitude. The median is less affected by outliers and skewed data. That is why we are using it to calculate response times, and chat duration for Smartsupp statistics.
Calculation
These are the 1st response times of one agent. The median is calculated as the “middle” value from data that has been arranged in order of magnitude. In this case, the median is 18 seconds (the fifth largest, and also the fifth smallest number in this data set).
| Chat number | 1 | 2 | 3 | 4 | 5 | 6 | 7 | 8 | 9 | Median |
|---|---|---|---|---|---|---|---|---|---|---|
| Response time (seconds) | 10 | 12 | 13 | 14 | 18 | 20 | 22 | 46 | 70 | 18 |
Any questions? Contact us at support@smartsupp.com
