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:
- What are the benefits of the analytics section
- What are the conversations' metrics in Tidio
- What are the customer intent metrics in Tidio
- What are the operators' metrics in Tidio
- What are the leads' metrics in Tidio
- What are the sales metrics in Tidio
- What are the tickets' metrics in Tidio
See our video to learn more about the analytics section:
The goal of the analytics section is to help you assess your business' work on handling communication with your customers. By looking into the Tidio analytics section, you'll learn about the following:
- The number of conversations and their trends
- The busiest hours
- How long are your clients waiting for your operators' responses
- The satisfaction ratings left by your customers
- Your operators' performance
- Revenue generated with the help of Tidio
- Ticketing 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.
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.
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:
A total number of conversations you had. The sum of conversations started by visitors and operators.
Conversations started by visitors and haven't received a reply from an operator within 3 hours. If the operator responds after 3 hours, his message will be counted as a new conversation.
Conversations that received a reply from the operator or were started by operators.
Incoming conversations by hour
This chart lets you check how many visitors started conversations during specific hours. You can treat it as a base for preparing your operator's schedule.
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.
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.
The customer intent view provides valuable insights into the distribution of conversations across different intents. By utilizing this metric, you gain a comprehensive understanding of how customer inquiries are divided among various intents. It empowers you to identify opportunities for automating certain questions and topics or to observe the positive impact of automation through a reduction in conversations related to specific intents.
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.
A number of conversations that were rated positively or negatively by the visitors.
The leads tab allows you to see how many leads were collected by your operators or Tidio's automation in a specified time frame.
The Sales tab lets you see how Tidio helps you with your sales, your average order value, and which operators or bots generate the most sales.
A total sales revenue from all orders, generated with the assistance of Tidio (generated by operators & chatbots).
Average order value from sales assisted by Tidio (generated by operators & chatbots).
A total number of orders assisted by Tidio.
Sales assisted by operators
Show the name of the operator & number of conversations that resulted in sales.
The sales are attributed to the operator if they were made within seven days since the visitor spoke to the operator. If the purchase is made later than seven days, it is not counted as a sale.
Sales assisted by chatbots
Show the chatbot name, how many coupon codes were used/sent by the chatbots, how many sales occurred after that, and the average order value. These sales are counted only when the Shopify Coupon Code node is used inside the chatbots.
Ticketing analytics shows you the number of all tickets, the number of tickets received & sent on average & first response time.
The total number of tickets (sent & received)
The average number of tickets received.
First Response Time
The average time needed for operators to respond to the first customer message in the ticket.