Uncover Insights
Track account and agent performance across all your channels in one place
Analyze Team Performance with Comprehensive Analytics
Get a comprehensive summary of your admin team’s chat performance across all social media and e-commerce channels. Access detailed insights for each sales channel, including daily chat volume, response rates, channel-specific volumes, admin performance rankings, and more—empowering you to analyze data and optimize your team’s efficiency.
Chat Summary
View a comprehensive summary of your admin team's chat performance across multiple channels, including social media and marketplaces. Easily filter by channel to gain deeper insights into individual channel performance, helping you optimize efficiency across all integrations.
Metrics
With a range of metrics, the admin team can gain insights into daily incoming chats, overall response rates, and performance across each platform. Key metrics include:
Number of New Customers vs Number of Existing Customers
Monitor new and returning customers over a specified time period
Total Number of Customer Chats
Track the daily volume of customer messages
Chat Response Rate within 12 Hours
Monitor the percentage of chats responded to within 12 hours
Average Chat Response Time
Analyze your team's average response time to track how long customers are waiting for a reply
Chat Response Rate
Maintain high store standards by monitoring and improving chat response rates. Tracking real-time responses ensures that your store’s performance stays strong, helping to preserve store scores and boosting customer satisfaction and business credibility.
Customer Chats Breakdown by Time of Day
Analyze and summarize customer message activity by time of day to optimize your team’s capacity and admin shifts, ensuring you're fully staffed during peak periods.
Team Member Performance Rankings
Identify top-performing admins based on key metrics, such as fastest response time and highest number of chats handled, to recognize and reward your best performers.
Agent Performance Overview
Get a detailed performance breakdown for each admin, including the number of chats responded to, missed chats, response rates, and more. Use this data to monitor performance and optimize your admin team's efficiency.
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