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Overview of Metric Insights for Chat Module in Mobile App
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The Chat Metric Insights is typically used to analyze and track customer support performance and effectiveness. These metrics help businesses and teams understand how well they are managing customer interactions.
Chat metric insights can be accessed from the chat conversation details page using the following steps.
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Navigate to the Chat module.
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Select the chat in which you want to access insights.
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A collection of tabs is now visible. Choose the Insights tabs.
Metrics within the insights tab
The following are the metrics you can find in the insights tab.
Reply metrics
| Metric | Description |
|---|---|
| Total unassigned time | The amount of time a customer chat remains unassigned to an agent. |
| Time spent in open status | The time a conversation remains marked as “Open” before being resolved or closed. |
| Priority changed from | Tracks whether the priority level of conversation was changed during the interaction. |
Assignee metrics
| Metric | Description |
|---|---|
| First assigned time | The duration in minutes taken to assign the first agent/group to a conversation from its initiation. |
Status metrics
| Metric | Description |
|---|---|
| First response time | The time taken from conversation creation to the agent’s first response. |
| First closed on | Measures how quickly a conversation is resolved after the first interaction. |
| Closure time | The total time in minutes when a conversation is initiated and when it is closed. |
