The Analytics Section

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:

• The benefits of the analytics section 
• What the conversations' metrics are
• What the operators' metrics are 
• What the leads' metrics are
• What the sales metrics are
• What the tickets' metrics are

Analytics learnings 

You can access your project's Analytics section from the main menu on the left:

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

and more.

Improve and 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.

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. The 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 after 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 lets you check how many visitors started conversations during specific hours. You can treat it as a base for preparing your operator's schedule.

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.

Conversation duration

You can see your live chat duration stats, divided into different duration groups (e.g. 0-2mins, 2-5mins, etc.), as well as the general average duration.

Satisfaction rate

The overall average rating and graph for a selected time period.

With the View rated conversations option, you can check details of all rated conversations to find strong and weak points of your operator's performance.

Operators

Performance

The operators' view allows you to assess the operators' performance by looking at the given metrics. Separate tabs are available for live chat metrics and ticket metrics.

Number of handled conversations

Conversations (or tickets) 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

The average rating left by users via live chat or tickets. 

Online hours

You can also see the exact periods of time when each operator was online, and how many conversations they handled during that time.

Leads

The leads tab allows you to see how many leads were collected by your operators or Tidio's automation in a specified time frame. 

Sales

The Sales tab lets you see how Tidio helps you with your sales, your average order value, and which operators or flows generate the most sales.

Sales assisted

A total sales revenue from all orders, generated with the assistance of Tidio (generated by operators and flows).

AOV

Average order value from sales assisted by Tidio (generated by operators and flows).

Orders 

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 flows

Show the flow name, how many coupon codes were used/sent by the flows, how many sales occurred after that, and the average order value. These sales are counted only when the Shopify Coupon Code action is used inside the flows.

Tickets

The Tickets tab shows you the number of all tickets received in the selected timeframe, the average number of tickets in that timeframe, the average first response time, as well as the customer satisfaction rate.

All Tickets

The total number of tickets within a particular timeframe.

Tickets

The average number of tickets within a particular timeframe.

First Response Time

The average time needed for operators to respond to the first message in a ticket (within a particular timeframe).

Resolution time

This metrics shows how long it usually takes your team to solve a ticket.

Satisfaction Rate

An average rating and rating graph (for the selected time period). Additionally, there is an option to see all rated tickets in a list, sorted by rating.