Table Reports

In this section, statistical data is presented in the form of table reports.

At the top of the section, there is a block displaying clickable titles of all available reports.

The last button in the block allows you to download all table reports in Microsoft Excel format. To download reports in Excel format:

Click the button Download
The Chat Platform will prepare the report and prompt you to save it. Click the Save As button and window will open, suggesting you save the file companyID_stats_DD.MM.YYYY-DD.MM.YYYY.xlsx to your local disk.
Choose a directory and click Save.
Open the resulting file in Microsoft Excel.

Category Statistics

Category statistics display the total number of conversations (for the selected period) assigned to each category.

NAME	DESCRIPTION	VALUE CALCULATION
Category	Category name (e.g., "Sports Goods") or the label "No Category", followed by "Total" at the end of the list. Categories can be created and edited in General Settings.
Closed Conversations	The number of fully completed conversations within this category.	Total number of conversations assigned to this category for the selected period.
% of Conversations	The percentage of times visitors contacted agents who assigned the conversation to the chosen category during the selected period, relative to the total number of conversations	`(Number of conversations in this category / total number of conversations) * 100`

Department Reports

Department report display the total number of initiated and completed conversations (for the selected period) conducted by agents within one of the registered departments (or conversations with no specified department).

This table is divided into two subsections: Online and Offline. The first section contains data for conversations that took place online with agents. The second section includes data for offline inquiries.

NAME	DESCRIPTION	VALUE CALCULATION
Department	The name of the department (e.g., "Culinary") or the indication "No department".
Requests	The number of times visitors summoned agents from the specified department during the selected period, plus the number of conversations transferred to the specified department, regardless of the conversation outcome.	The total number of conversations handled by this department during the specified period.
Processed requests	The number of conversations fully completed within the department.	The number of fully completed conversations (closed by both the visitor and the agent of this department) during the specified period.

System Usage Statistics by Dates

This table provides detailed information on the usage of the service, aggregated on a daily basis. Field names and their brief descriptions:

TITLE	DESCRIPTION	VALUE CALCULATION
Date	The date the conversation started, with data for that specific date presented in this row.	The date format depends on the language of the admin interface (see General Settings).
Contacts	The total number of times visitors initiated contact with an agent within the specified 24-hour period, regardless of the outcome	The total number of conversations received within the specified 24-hour period.
Request for the first time	The total number of incoming requests from new users.	The total number of conversations within the specified 24-hour period from users with a new Visitor ID. The Chat Platform retains identifiers and distinguishes old users from new users using cookies.
Messages from agents	The total number of messages sent by all agents within the 24-hour period.
Messages from visitors	The total number of messages sent by all visitors within the 24-hour period.
Average waiting time	Represents the average time visitors spent in the queue, regardless of the department.	If Auto-Assignment is enabled: `Total waiting time for all dialogs in the QUEUE state / number of these dialogs` If Auto-Assignment is disabled: `Total waiting time for all dialogs / number of these dialogs` This includes data for both completed and uncompleted dialogs: For completed dialogs, the time from the visitor's request for assistance to the agent's connection is considered For uncompleted dialogs, the time from the visitor's request for assistance to the closing of the request due to timeout is considered
Average waiting time for an agent's queue	This refers to the average waiting time for an agent's response in their personal queue.	If the Auto-Assignment feature is enabled: `Total waiting time for agent responses in assigned dialogs / number of these dialogs` In this data, waiting time in the general queue is not considered (it is considered in the Overall Average Waiting Time), but waiting time in those requests that the agent has personally taken up is considered. If the Auto-Assignment feature is disabled (by default): `the value is undefined`.
Average waiting time	This is the average waiting time for a response for missed dialogs across all agents	`Total waiting time for missed dialogs / number of these dialogs` The time from the visitor's request to the closing of the dialog is used
Avg message answer time	This refers to the average waiting time for a response for dialogs across all agents (the time from receiving a visitor's request to an agent's response).	`Total waiting time for agent responses / number of agent responses`
Chats	This is the total number of chats (requests where there was an active action by the agent) between all agents and visitors for the specified day.	`Total number of dialogs for the specified day.`
Answered within 20 sec.	This is the number of dialogs for the current date where the agent responded to the visitor within 20 seconds of receiving the request.	Number of dialogs that satisfy the inequality: `Visitor's waiting time for a response <= 20 seconds`
SL 10 sec	This represents the percentage of all requests for the current date in which the agent responded to the visitor within 10 seconds of receiving the request.	`(Dialogs with a response within 10 seconds / Total number of requests for the specified date) * 100`
SL 20 sec	This represents the percentage of all requests for the current date in which the agent responded to the visitor within 20 seconds of receiving the request.	`(Dialogs with a response within 20 seconds / Total number of requests for the specified date) * 100`
SL 30 sec	This represents the percentage of all requests for the current date in which the agent responded to the visitor within 30 seconds of receiving the request.	`(Dialogs with a response within 30 seconds / Total number of requests for the specified date) * 100`
SL 40 sec	This represents the percentage of all requests for the current date in which the agent responded to the visitor within 30 seconds of receiving the request.	`(Dialogs with a response within 30 seconds / Total number of requests for the specified date) * 100`
Missed	This represents the number of visitor requests that went unanswered while at least one agent was online.	The number of dialogs that remained in the `QUEUE` state upon closing, provided that at least one agent was online.
Rejected invitation	This is the number of invitations issued by agents and ignored by visitors.	The number of dialogs that were closed due to the expiration of the refusal timeout and remained in the `INVITATION` state upon closing.

Hourly System Usage Statistics

The hourly statistics display the average (for the selected period) usage of the Chat Platform for each hour of the day.

NAME	DESCRIPTION	VALUE CALCULATION
Time period	Time in the format `hh-HH`, where hh is the starting hour of the time interval, and `HH` is the ending hour.
Contacts	The number of times visitors called for an agent during the specified time interval, regardless of the outcome.	The total number of visitor inquiries for the specified hour.
Request for the first time	The number of inquiries from new users.	The total number of inquiries from users with a new identifier (Visitor ID, which can be seen on the right side of the Workspace page) for the specified hour. The service saves identifiers and distinguishes old users from new ones based on cookies.
Messages from agents	The number of messages sent by all agents during the specified interval.	The total number of all messages from agents in response to offline inquiries for the specified hour of the day.
Messages from visitors	The number of messages sent by all visitors during the specified interval.
Average waiting time	The average time dialogs spend in the general queue for the specified time interval.	If Auto-assignment is enabled: `Total waiting time for all dialogs in the QUEUE state for the specified hour / number of these dialogs` If Auto-assignment is disabled: `Total waiting time for all dialogs for the specified hour / number of these dialogs` Includes data for both completed and uncompleted dialogs: For completed dialogs, the time from the visitor's request for assistance to the moment the agent connects is taken into account For uncompleted dialogs, the time from the visitor's request for assistance to the moment the inquiry is closed due to a timeout is taken into account
Average waiting time	The average time dialogs spend in the general queue for the specified time interval.
Avg message answer time	The average time between a visitor's request and receiving a response.	`Total response waiting time for dialogs for the specified hour / number of these dialogs. The time from the visitor's inquiry to receiving a response from an agent is used`
Chats	The total number of dialogs (inquiries with active agent involvement) between all agents and visitors initiated during the specified interval.	`The total number of dialogs for the specified interval.`
Answered within 20 sec.	The number of dialogs during the specified hour in which the agent responded to the visitor within 20 seconds from the inquiry's arrival.	The number of dialogs satisfying the inequality: `Visitor's response waiting time <= 20 seconds`
SL 10 sec	The percentage of all dialogs during the specified hour in which the agent responded to the visitor within 10 seconds from the dialog's arrival.	`(Dialogs with a response within 10 seconds / Total number of dialogs for the specified hour) * 100`
SL 20 sec	The percentage of all dialogs during the specified hour in which the agent responded to the visitor within 20 seconds from the dialog's arrival.	`(Dialogs with a response within 20 seconds / Total number of dialogs for the specified hour) * 100`
SL 30 sec	The percentage of all dialogs during the specified hour in which the agent responded to the visitor within 30 seconds from the dialog's arrival.	`(Dialogs with a response within 30 seconds / Total number of dialogs for the specified hour) * 100`
SL 40 sec	The percentage of all dialogs during the specified hour in which the agent responded to the visitor within 40 seconds from the dialog's arrival.	`(Dialogs with a response within 40 seconds / Total number of dialogs for the specified hour) * 100`
Missed	The number of visitor dialogs that went unanswered while at least one agent was online.	The count of dialogs during the specified hour that remained in the `QUEUE` status upon closure, assuming there was at least one agent online.

All Other Reports

The metrics in the tables are calculated in the same way:

Reporting by agent
Reporting by lost visitor
Stats by agents time
Reporting by region