Introduction to Reporting

The Chat Platform reporting module offers a wide range of capabilities for processing accumulated information about the service usage and the performance of agents on the website for analytics and optimization purposes.

The module interface is displayed on the Reporting page. To open this page, perform any of the following actions:

On any Control Panel page, expand the side menu and in the Analytics section, select the Reporting subsection, or click on the Analytics section icon and choose the Reporting subsection from the dropdown menu.

At the top of the page, there is a filter block where you can select the period to be studied and apply additional filters to narrow down the statistical data sample.

The module displays information in two sections, where the same statistical data is presented in different forms of representation:

Criteria for a Closed Request

A visitor's request is considered closed (processed) when the Chat Platform service and the agent deem the handling of the request to be complete and not requiring further work.

It is essential to comprehend the following three aspects:

The handling of the request may involve sending response messages to the visitor, or it might not
Define the criteria for determining the completion of the request handling process
The criteria for completion differ between online chat (dialogue) and offline request scenarios concerning the request

Online Request Completion Criteria

An online request (dialogue) is considered closed when one of the following events occurs:

The agent clicks the Close button with a red cross on the Agent Workspace page
The visitor leaves the website without any agent responding to their request
Automatically due to a timeout

As a result, an agent closing the dialogue does not always directly lead to the dialogue being closed: the visitor may write something immediately after this moment, and the chat will not transition to a closed state.

If none of the aforementioned events take place, the dialogue will perpetually be considered in progress.

Criteria for Offline Request Completion

An offline request is considered closed (processed) only when the agent clicks the Close button with a red cross on the Agent Workspace page.

Discrepancies in Totals

The total number of dialogues and requests in different reports may vary for the same data set. Differences are permissible in certain cases.

For example, it is acceptable to have a lower number of dialogues for statistical tables that use data that the Chat Platform service started accumulating relatively recently (e.g., geotargeting information), as this information was not recorded for earlier dialogues.

Discrepancies may also be related to the fact that some statistical data for past periods is cached in the service and can only be recalculated in special cases (when clearing cache), while other data is not. The cache can also be cleared upon a client's request.

Time Calculation in Statistical Indicators

For an hour:

For the 60 minutes before the current moment: if it is now 14:30, the calculation takes place between 13:30 and 14:30.
For the 60 minutes within the last full hour: if it is now 14:30, the calculation takes place between 13:00 and 13:59.
For the time elapsed within the current hour: if it is now 14:30, the calculation takes place between 14:00 and 14:30.

For a day:

For the time elapsed since the beginning of the current day: if it is now 14:30, the calculation takes place between 00:00 and 14:30.