Analytics Section
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Analytics Section

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Learn about the data you can find in the Tidio analytics panel. See how your business can benefit from understanding the metrics. 


In this article, you'll learn:


Analytics learnings 


The goal of the analytics section is to help you assess your business' work on handling the communication with your customers. By looking into the Tidio analytics section, you'll learn about:


  • The number of conversations and their trends
  • The busiest hours 
  • How long your clients are waiting for your operators' responses
  • The satisfaction ratings left by your customers 
  • Your operators' performance 


Improve & organize your work by knowing how each of your operators performs, how to schedule their shifts, and understand the patterns behind the conversations rated positively or negatively.


Conversations


At Tidio, we define a conversation as an exchange of messages between visitors and operators.


The conversation starts with a new message, and it can be ended in two ways:

  • The operator clicks the button to leave the conversation in the Tidio panel.
  • There are no new messages in the conversation for 3 hours (the chat will not disappear from the Open conversations section in the Tidio panel, you'll need to close it manually) 


The conversations data in the analytics section will be updated when an operator clicks a button to leave a conversation or 3 hours have passed from the last human message.

 

💡  
Messages from and to bots are not counted in human conversations, hence will not be shown in the Conversations tab in analytics. The only exception is the bot with the trigger started by the operator, which is working on the exact intention of the operator.


Conversations Metrics


The conversations tab in the Analytics section allows you to check aggregated data about the conversations your business had with its customers. You'll see there seven metrics:


All conversations

A total number of conversations you had. Sum of conversations started by visitors and operators. 


Missed conversations

Conversations started by visitors and haven't received a reply from an operator within 3 hours. If the operator responds later than 3 hours, his message will be counted as a new conversation.


Handled conversations

Conversations that received a reply from the operator or were started by operators. 


Incoming conversations by hour

This chart allows you to check how many visitors started conversations during specific hours. You can treat it as a base for preparing your operator's schedule.


💡 
The number of conversations fluctuates from week to week. Peak a longer period of time (30 or 90 days) to check the average.



Conversations

A number of conversations per day. You can select the chart's filter to see data on a daily/monthly basis. 



First Response Time

First Response defines the time visitors have waited for the operator's first response. This metric is only counted for conversations that visitors start. On the First Response chart, you'll see an Average First Response Time and Percentage of conversations with a given First Response in pre-defined time brackets.


Satisfaction rates

The number of ratings your operators have received from visitors and the Tidio algorithm.


 

Additionally, you can check details of rated conversations to find strong and weak points of your operator's work.


Operators


The operators' view allows you to assess the operators' performance by looking at the given metrics. 


Number of handled conversations

Conversations that received a reply from the operator or started by the operator.


% of all handled conversations

A percentage of all handled conversations on a project by a given operator.


First Response Time

How long the visitors have waited for the operator's first response. 


Satisfaction rate

A number of conversations that were rated positively or negatively by the visitors. 





If you still have some questions for our team after reading this article, don't hesitate to contact us.


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