Everything you need to know about analytics

In this article we’ll go through commonly asked questions about the analytics tab.

Moneypenny chat’s analytics suite allows supervisors and administrators to monitor their agent’s performance as well as chats. Actionable data is vitally important for improving both your customer’s experience and business, which is why our analytics system is constantly improving. 

‘Drill down’ on your data points

You can use Moneypenny chat analytics to provide you with quantifiable and useful data by filtering it. Click on a data point in any of the analytics visualisations and graphs to view a list of all chats and cases that contributed to that number. Clicking on any of the chats or contacts in the drilldown table will show you the transcript or view-case.  

Drilldown example 1: Click on bar-graphs bars in the Overview Report

For example, when looking at the previous week (1), if you use the period display option ‘Day’ (2), you can then click on the blue bar (3) which shows you all the Live Chats for that day. Following this, click on the individual chat to open the relevant transcript to see more detail.

Drilldown example 2: Click line-graph points in the Agent Performance Reports

Say you’re viewing the Duration report for Yesterday (1), and you have the agents Bill and Jack selected (2), you can click on that outlier data point (3), to check out why it’s so high (4).

How do I download the raw .csv data?

This is super easy to do! You just need to use the little downloader link at the top right of most graphs, it’s that simple:

What are the chatType numbers in my .csv?

For this we need to assign a numerical ID to each of the different ‘Chat Types’, and you can then see these numerical IDs in the downloadable .csv files.

1. Manual Offline – In these cases your visitor has reached the Pre-Chat/Offline form, and then submitted an offline request directly.
2. Manual Online – These are ‘Reactive’ chats which are requested by the visitor. 
3. Proactive Chats – Chats that are originally sent as automatic prompts to the web visitor using our Proactive Chat feature. The visitor has responded so a chat has started.
4. Not Responded – Chats started by a visitor, but were not responded to by an agent. These can be Reactive or Proactive chats.

How are the numbers calculated?

These numbers are based on your Moneypenny chat account timezone, which can be changed in your ‘My Account’ page. Just above the right-hand sidebar filters you can see the currently active timezone. 

What are ‘Not Responded’ chats?

‘Not Responded’ chats are when a visitor has initiated a manual or proactive chat which was not responded to by the agent. If a visitor starts a chat but closes it after one message before someone replies, this is still counted as a Not Responded chat as we don’t currently track abandonment. If you keep seeing a lot of Not Responded chats, you could try adjusting your Chat Assignment rules and check your chat activity to make sure you have enough agents online to take chats. The Capacity Report can also help you see this. 

Wait Time

A visitor wait time is calculated as the time the visitor waits from them starting the chat, until the agent first responds. This would not include any transfer wait times.

Agent Performance -> Response Time will allow for the time when a chat was routed to an agent, whereas Visitor Wait time factors in the time that the visitor spent in the queue.

Queue

Queue time is calculated as the average time that visitors are waiting in the queue. If there is an agent free, the visitor will not need to be sent to the queue.

Using the Chats in Queue tally vs Total Count report, you can see if you need more agents online at certain points in the day.

Answer bot analytics

These reports provide an overview of chats taken by the Answer bot for a set time bracket. The chats taken by the bot are broken down into the following:

• Solution Provided – The percentage and number of times that a user had searched, at least one result was returned, and the user did not do anything else after. This could happen on a second or even a third search and excludes transfer out, search again, or confirmed solved. 
• Solution Confirmed – The percentage and number of chats in which a visitor has clicked ‘Yes, that helped’.
• No Search – The percentage and number of times that users hit the Answer bot and then didn’t type a search query in at all. 
• No Results – Percentage and number of times that a user made one or more queries that achieved no results and the web visitor did not ask for help. If a chat has at least one valid set of results, it can’t be classed as a ‘no results’ chat. 
• Agent Requested – Percentage and number of times a user conducted at least one search, then transferred out in favour of human assistance.

If you pick one of the above categories, you can see the relevant chats listed below. It’s here you’ll find information on the date and time of the chat, which Answer bot took the chat (if you have more than one bot), the length of the chat, number of times a visitor searched their query as well as the result. By clicking on one of these chats, you’ll be redirected to the chat transcript.

Labels

This Labels report lets you view Analytics for each of the Labels assigned to the widget. You’re able to see the frequency of each Label value and analyse specific cases. You’ll also have the option to download a .CSV file of this Label data.

How do transfers and changing widgets work?

• When a chat has been transferred from one widget to another, and responses have been sent in both widgets, the chat will be counted in both when looking at that individually. These would be counted as two conversations for the Response time.
• The chat will only be counted once when two widgets are selected at the same time.
• When a chat is transferred between widget 1 and widget 2, and not replied to in widget 2 so closed by the visitor or timed out, the chat will be counted in widget 2 as not responded. 
• When a chat is transferred from widget 1 to widget 2, not responded in widget 2 so closed by the visitor or timed out, the chat will be counted in widget 1 as not responded. 
• When a chat is transferred from widget 1 to widget 2 to widget 3, not responded in widget 1 and 2 so closed by the visitor or timed out, the chat will be counted in widget 2 as not responded. 
• If a chat has been ‘widget switched’ from widget 1 to widget 2, it will be counted in widget 2. If before the widget was switched the chat had been responded to, then the ‘Response Time’ report will not show the case in the receiving widget. Response events are associated to the originating widget when they happen.
• If a chat has been ‘widget switched’ from widget 1 to widget 2, yet has not been responded to in widget 2, it will still be counted in with widget 2.
• Any chats started before midnight, but not replied to til the next day, will be counted on the first day. 

Performance – > Response Time Report

This report presents the time it took an agent to respond to a new chat. This time is calculated by looking at the broadcast event and the response event. If a case has been transferred between agents or widgets it can appear multiple times in the report.

• For the binned report, the response time reports count each transfer as an individual case.
• If a chat has been transferred multiple times to the same agent it will count as 1 chat in the agent list.
• Each conversation will count as one case in the report. If a chat has been transferred between two agents it will be counted twice. 

Performance – > Duration Report

Duration reports calculate the time agents have spent on chats. However the report does not show the length of a visitor’s chat but rather focuses on the agent who handled the chat. The duration time in this case is based on the broadcast event and the end chat events. The chat only counts for the specific agent responding to the chat.

Queue Report

The queue report presents how many chats enter the queue in an exact time frame. A chat can re-enter the queue multiple times if it has been transferred between different widgets. The time for this is determined by the chat creation event and the broadcast event. 

• Chat transferred from widget 1 to widget 2, went to the queue in widget 1 and not in widget 2. 

1. Chats will be counted in total of widget 1 and in widget 2
2. Chats will be counted in the queue of widget 1 and not in widget 2.

• Chat transferred from widget 1 to widget 2, went to the queue in widget 2 and not in widget 1.

1. Chats will be counted in total of widget 1 and in widget 2
2. Chats will be counted in queue of widget 2 and not widget 1

• Chat transferred from widget 1 to widget 2, went to queue in widget 2 and not in widget 1 and was not responded in widget 2

1. Chats will be counted in total of widget A and in widget B
2. Chats will be counted in queue of widget 2 and not in widget 1

• Chat transferred from widget 1 to widget 2, went to the queue in widget 1 and in widget 2, and you can view the report for both of the widgets:

1. The chat will be counted in ‘Total’ (blue line) one time as one chat
2. The chat will be counted in ‘Queue’ count two times – for two queue events

How Agent Performance stats have been improved

• In the updated agent performance report the transfer times are now included in response times.
• Response times are now calculated from when the agent gets the pop up in the Conversations Hub.
• The distinction between the Agent Performance response time and the Visitor Experience wait time is that the latter is calculated from the moment the visitor sends a message, including any wait in the queue until the chat is answered. The Agent Performance response time is the time between the message popping up in the Conversations Hub to when they respond.
• The total number of chats shown in the Overview reports, counts completed and archived chats vs Agent Performance response time chat totals are completed chats. 
• To keep in mind, any downloaded overview reports will match the overview title, but any active chats finishing up can make the numbers not match.