If you click on Statistic in the right line, your statistics will open. The statistic is collected from all processes. It helps decision making and helps us identify issues and opportunities, develop options and recommendations, monitor progress, evaluate outcomes and understand the customer.
Live statistics – how to read the data and export?
In the first line you have these for labels:
Online customers are the number of customers who are now on your site.
Ready online agents are the number of available agents who are online at the time and ready to provide service.
Open conversations are a number of current conversations.
Open tickets are a number of tickets you are working on with.
Below is a graph of conversations. You can choose for what period of time you want data to be included in graphic representation by changing date preview period. The graph shows your conversations per day.
Picture 1. Screen of live statistics
Down below is a bar graph Number of Conversations per Group. It shows how many conversations have each group had. You can compare different groups and if necessary increase or decrease the number of agents in a particular group.
On the left, there is a Number of Conversation per Channel. Here you have conversations compared in all your channels such as chat, email, your web site, Facebook and other social networks.
Finally, there is a Number of Assigned open Tickets per Agent which shows the number of ticket per each agent.