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Analytics

Efficiency is the core of Customer service operations. Through chat analytics you can check a detailed and robust statistical record of your customer service. Look at detailed reports of current and past chats, the long term trends, and find what improvements can be made to your team’s strategy!
Contents

Glance at the the Analytics Board

Filters
Filter through specific metrics such as period, manager, follower, and tags. In addition , if you press the magnifying glass button you can get quick access to the chats which make up that dataset.
What is responsiveness?
You can look over the response time for every incoming inquiry, you can further inspect the data through setting filter conditions.
Next to each statistic category you can see the rate of change(ROC). It shows the change in the statistic relative to the preceding time period. If there is no data in the preceding period, then the ROC is set as -. E.g.) If you are filtering your statistics for the month of April (01/04→ 30/04) then the ROC statistic will show you the change from the statistic for the 30 day period of March (01/03→30/03)
Understanding the graphs
First response time (WaitingTime/OperationWaitingTime)
This is the statistic which measures the period of time from user’s first message until the operator’s response.
This metric is still measured if the operator sent the first message. In such a case, it measures the customer’s first message and the operators follow up message. In other words, it measures the time from a customer’s first message until the operator’s response after such message
Equation: FirstRepliedAtAfterOpen - OpendedAt
OperationWaitingTime = FirstRepliedAtAfterOpen (Operation time) - OpendedAt (Operation time)
E.g.)
The Customer sends their first message at 1:03, and after the chat is opened the operator responds with their first message at 1:10. Therefore, the First response time for this chat is 7 minutes
The Customer send their first message at 9:22, but then sends a second message at 9:25 and the operator responds at 9:30. Therefore the first response time is 8 minutes (30-22)
The Operator sends a message at first to the chat room at 11:00, but the customer doesn't respond until 11:30. Then at 11:32 the operator responds back. So, in this case the first responds time is 2 minutes.
Average Reply time (AvgReplyTime/OperationAvgReplyTime)
This metric measures the average reply time for chats for your team. It will measure the time between your customers first response, and your manager’s last message, and then normalize it over the entire length of the chat room. In layman’s terms, it is the average respon
Equation: AvgReplyTime = TotalReplyTime / ReplyCount
OperationAvgReplyTime = OperationTotalReplyTime / OperationReplyCount
Resolution Time (ResolutionTime/OperationResolutionTime)
Measure the time from opening a chat until time to close the same chat.
ResolutionTime = ClosedAt - OpenedAt
OperationResolutionTime = ClosedAt (During Business Hours)- OpenedAt (During Business Hours)
One-stop Closing Rate
One-Stop Closing Rate is a metric used to measure how many chats only have one operator assigned as a manager. Even if the person in charge of the chat switches from A→B→A it is still considered one-stop closing because the same operator opened and closed the chat.
All of these statistics, except for first response time, use data from closed chat only. First response time uses Opened, snoozed, and closed chats as data.
View Options
Summary statistics: Median|Average
Time: All | Operating Hours only
Graph View: Timeseries | Distribution
ATTENTION! What’s Operating hours?
Channel.io gives you the ability to look at a breakdown of your statistics but only for your operating hours, being able to increase in-hour efficiency.
Operating hours are set hors in the day which your customer service is actively seeking inquiries. As such, the operating hours statistic allows you to parse the data only occurring when your team is present.
E.g.)
If you have your office hours set from 9am - 12pm, and the 1pm - 6pm :
If a new chat comes in at 10am and a manager responds at 11am → this interaction will count towards your analytics
If a new chat comes in a t 11am but a manager responds at 12:30pm → this will not count towards operating hours statistic
If a new chat comes in at 8am but a manager responds at 10am → This interaction will likewise not count towards Operating hours statistics.
If a chat comes in at 11am but a manager responds at 3pm → This counts towards the operating hours statistic
Finally, if a chat comes in at 3pm but ends at 11am the next day → Does not count towards statistics
If your operating hours are changed while checking statistics, the operating hours will be applied to the data and the analytics may change depending on the operating hours change.
E.g.)
Let’s consider the case of operating hours for the month of June were 9am - 6pm for the first ten days of the month, then for the remaining twenty days changed to 10am - 5pm.
On June 9th, a new user chat is opened at 9:30am and on the same day a manager responds at 5:30pm → Counts toward operating hours statistic
On June 12th, a new user chat is opened at 9:30am and a manager responds at 5:30pm → It will not count towards statistics because the operating hours changed.
What’s inflow?
Inflow is a metric measuring total number of new chats, closed or opened chats, visitors, tags, pages, and other important filter metrics.
1) Check the total number of visitors and consultations within a given period
Visitors
This metric is the total number of Unique Visitors (UV) who visited the homepage or app who also opened your Channel lounge.
If the same customer visits multiple times a day then they will only count as one UV.
Except for Page Visitors, inquiries received from external messaging inquiries (Instagram) are also counted as one visitor.
Chats
This shows the total number of chats in a given period.
If a customer starts a conversation again in a closed chatroom, the conversation will be counted as a new chat with a different start date.
If the same customer opens multiple chatrooms each chatroom counts as separate chats.
2) Check the distribution of opened/closed chats that occurred over a set period of time and date
Opened
Sum of all new chats during the predetermined period of time
Closed
Sum of all closed chats during the predetermined set of time
The number of chats is also color coded, with the darkness of color shade implying a large number of chats.
3) Parse your chat inflow by tags, pages, and route
Chat Tags
Under the Chat Tags statistic, you can measure which tags are inquiring and opening chats and their ratio compared to other tags.
You can also breakdown certain tags into their subtags (such as if you had a “US” tag and then multiple subtags of “northeast, southeast, midwest, south, west, and northwest” for each region).
Chats without any tags also are included in this statistic.
Page
You can check from which pages on your website do chats come. For example, if someone opens the chat on the homepage it will count towards a homepage chat. Even if a customer moves to a different page and reopens their chat window, it will still count towards the original page.
There is no page information provided if the chat is opened via:
Support bot that is attached to a marketing campaign
External messengers(Instagram, Line, etc.)
To learn more about pages, click here
Routes
During the set period, this statistic breaks down from which method did chats come from. For example, it breaks it down from support bots, marketing campaigns, external messengers.
If multiple campaigns, support bots, or on-time marketing paths are running concurrently, they will be aggregated into general categories of “support bot, marketing -campaign, or marketing-one times”
If an operator first starts a chat through opening a new user chat, or through a plug-in link, it will be shown as “other”.
Trend
This shows the trends of each category over a selected period of time.
What is performance?
Performance is a leaderboard for your team. It allocates a score to each operator based on a number of factors such as number of chats assigned, One-Stop Closing Rate, First Response Time, and Resolution Time. Moreover, you can check the processing status of all the assigned chats to an operator (opened, snoozed, closed).
Operator Leaderboard
The leaderboard is a calculated score of multiple operator specific variables. The leaderboard score is based upon how efficiently each operator handled all of their chats, such as first response time, one-stop closing rate, and resolution time. As number of assigned chats go up, the more that operator’s score has weight on the leaderboard.
The leaderboard shows operators who have had at least one chat during the selected time period.
Chat Status
You can also parse the data into business hours, and also summary statistics such as average score and median score.
The graph shows the number of new chats over the selected time period (horizontal axis) whereas the vertical axis shows number of chats. Color represents the status of the chats.
If all open chats are closed the day previous, and there are no new chats incoming, then the graph will show zero for your current day.
You can monitor the trends and status of your chats, and you can make sure that no chats are left to fall between the cracks.
To learn more about chat status, click here

Download Chat Data Guide

Do you want to do your own analysis of the data? On the dashboard you can easily download the data which makes up our analytics page. You can download the data wither as an Excel (XLSX) file or a JSONL file.
- You can download up to 10,000 data points per files - These downloads are only available to those managers with “owner privileges” - When downloading the data you need to set a password and write a purpose for the download. - Only English language is supported on the files - If you lose the password, the file cannot be recovered, you have to redownload the file
Where can I get the data from?
Go to [Operations]→ [Analytics]
1.
After filtering and selecting the desired conditions, select the download button
2.
Select file type, and message data
3.
Download
4.
If there is a lot of data, it may take a few minutes
Download User Chat by Search
1.
Under the userchat tab, click the magnifying glass
2.
Set the search conditions accordingly
3.
After selecting your desired conditions, go to → actions → Download data
You can only download up to 200 chats at one time

Description of chat metric names

Data worksheet tab
Tab value
Description
UserChat data
Data from the chat including information and time data
User data
Customer data
SupportBot data
Data received from the support bot
Marketing data
Data from chats opened through Marketing campaigns
Manager data
Operator Data
Bot data
Data from the Channel bot
UserChatTag data
Tags related to chat
Message data
Contents of the uerchat
User chat data sheet
Data Value
Description
Remark
id
User chat id
On the Message data you can reference the origin Userchat
userId
Customer ID
name
Customer Name
description
Chat Description
state
Userchat Status
Opened / Snoozed/ Closed
contactMediumType
Type of messenger (external)
appInstagramMessenger : Instagram messenger
marketingId
Marketing Message ID
You can check the specific marketing message on the Marketing data Sheet
marketingType
Marketing message type
- Onetime message : oneTimeMsg - Campaign : campaign
supportBotId
Supportbot ID
You can check the SupportBot data on the supportbot data sheet
managerIds
Follower ID
You can check the followers on the Manager data Sheet
assigneeId
Assignee ID
You can check the assignee data on the Manager data sheet
tags
Chat Tags
firstOpenedAt
UserChat first opened time
This variable shows the time at which the customer first opened their UserChat
openedAt
UserChat opened time
- Time for New user chat created - Time for reopened user chat after closed and snoozed status
firstRepliedAtAfterOpen
Time when manager replied after Userchat was opened
- If the chat was opened again it changes
createdAt
Time from first opening the Channel lounge to starting a chat
Button press time
waitingTime
First response time: the time from when the customer first sends a message until a manager responds
- If a new chat is opened it remains the same
avgReplyTime
Average response time
-This is the average of total reply time to the total number of replies in said chats (totalReplyTime/replyCount) - is the chat is reopened it doesn’t change
totalReplyTime
Total Reply Time
- This is the total amount of time it took for the manager to reply - If a new chat is opened it does not change
replyCount
Total number of manager’s responses
- If a new chat is opened it does not change
resolutionTime
How long did was the UserChat from opened to closed status
-(closedAt - openedAt) - If a new chat is opened it does not change
operationWaitingTime
Waiting time during Operation hours
-If a new chat is opened it does not change
operationAvgReplyTime
Average reply time during Operation hours
- If a new chat is opened it does not change
operationTotalReplyTime
Total reply time for during Operation
- If a new chat is opened it does not change
operationReplyCount
Total reply count during Operation hours
- If a new chat is opened it does not change
operationResolutionTime
Resolution time of chats only during opersting hours
- If a new chat is opened it does not change
closedAt
User chat closing time
- If a new chat is opened it does not change
Support Bot data Sheet
Data value
Description
Remark
id
Supportbot ID
revisionId
Support bot moderation ID
sectionPath
Record of the support bot path section that the customer chose on the edited version
Manager Data Sheet
Data Value
Description
Remark
id
Manager ID
channelId
Manager assigned channel ID
accountId
Channel.io account ID
username
Other mentioned manager ID
@ mentions
name
Name presented to the customer
email
Email
mobileNumber
Phone number
role
Manager permissions
- Owner - Member
removed
Manager removed status
createdAt
Date manager joined Channel
defaultGroupWatch
Group message notification settings
- All activity : all - Important only : info - Nothing : none * Based on time the data was downlowded
defaultDirectChatWatch
DM alert settings
- All activity : all - Important only : info - Nothing : none * Based on time the data was downlowded
defaultUserChatWatch
User Chat notification settings
- All activity : all - Important only : info - Nothing : none * Based on time the data was downlowded
operator
Operator mode settings
* Based on time the data was downlowded
operatorEmailReminder
Operator response email settings when operator mode is on
* Based on time the data was downlowded
Bot data sheet
Data Value
Description
Remark
id
Bot profile ID
channelId
Channel ID
name
Bot profile ID
createdAt
Bot profile creation date
UserChatTag data sheet
Data value
Description
Remark
id
Chat tag ID
channelId
Channel ID
name
Chat tag name
description
Chat tag description
followerIds
Manager assigned chat tag ID
createdAt
Assigned chat tag date
Message data sheet
Data value
Description
Remark
ChatId
Userchat ID
PersonType
Message sender information
-bot : all response messages - manager - user
PersonId
Message sender ID
supportbot : bot ID - manager : manager ID - customer : customer ID
CreatedAt
Message creation time
PlainText
Message content

FAQ

Can you search only the chats which have all searched tags?
Can you see the pending chats in statistics?
There’s no chat data in Analytics