Knowledge Base

Table of Contents

What we'll be covering in this guide

  • Key metrics for messaging channels
    • Reports to manage the bigger picture
    • Reports that monitor performance
    • Reports that measure CX
  • Calculating metrics
  • On-demand exports for company specific analysis
 

Good indicators in Reporting

Managing the bigger picture

Reports provided for a top-level view of performance metrics (daily /weekly/monthly/quarterly). Metrics in this section help managers to understand how messaging correlates to other activities done in other departments.

Account Usage

  • Unique Monthly Contact
  • Closed Conversations
  • Active Agents
  • Proactive Messages 

Volume

  • Unique Monthly Contact
  • Closed Conversations
  • Active Agents
  • Proactive Messages 

Monitoring Performance

Real-time metrics and monitoring to prevent escalations and help you to manage your agent workforce efficiently. Historical reports help supervisors to report to their managers and internal stakeholders.

User / Team reports

  • User Overview
  • Handle Time
    • Per user
    • Per team
  • Agent Availability
  • Utilization
  • Resolved Conversations
    • Per user
    • Per team
    • Per topic

 

Real-time dashboard (coming soon)

  • Overview of all online users with some real-time metrics and some metrics grown over past 12 hours.
    • When clicking on a user, a list of all owned conversations shows.
    • When clicking on a conversation, the messages in that conversation show.

Measuring CX

The key intent behind these metrics is to measure how customers feel about your service. 

Service Level Agreement (SLA)

  • First Response Time
  • Conversation Response Time

Customer Satisfaction

  • CSAT insights (coming soon)
  • Resolution time
  • Average First Response Time
  • Emoji sentiment

Data to insights

Conversation Event Flow

How do we transfer data into insights? The timeline shown below will show you every event we log!

The meaning of this data

First Response Time (FRT)

How long does it take for a customer to receive a first reply?

Handle Time

A question we might ask ourselves is: “Why is Agent Efficiency higher with asynchronous messaging compared to phone calls?”. To answer this question, we will look into how much time an agent spends on a conversation. The time an agent spends on a conversation is a metric called “Handle Time”. 

We look at the time between

  • an agent opening a conversation
  • the agent sending a reply
  • and the agent moving to another conversation.
 

In this example this happens twice. The handle time is the sum of both. Resulting in a handle time of 2 minutes.

Let’s look into what happens when our customer has to lookup some information to be able to answer the agent. This could mean looking through emails, trying to find some papers, talking to others, … In a phone call the agent has to wait for the customer to respond.

This is:

  • Inefficient use of the agent’s time
  • And can be stressful for the customer.
 

With asynchronous messaging the agent can simply move to another conversation.
Giving the customer all the time he or she needs, while helping other customers.
When our customer has sent a response, the agent can just resume the conversation where they left off.

This results in efficient use of the agent’s time and enables the customer to respond on their own pace

Other Metrics

Besides first response time and handle time, we can answer a lot more interesting questions with this simple set of events.

Resolution Time: The time it takes for a conversation to be resolved (resolution time)

Response Time: The time it takes to respond (Response time)

Using Data Exports to build your own Customer Reports

Create custom reports in Excel or import data into your data warehouse for further analysis. We have a dedicated Helpcenter article on Data Exports.

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