Analytics
The Analytics page is a place to get metrics that help you track the progress of your service. You can analyze Agent performance, calculate operational metrics, or get a better understanding of your customer experience. Whatever it is, Qiscus Omnichannel Chat has a dashboard to answer your needs.
You can find out how many conversations you have, how Agents perform and other important data according to your needs through Analytics on the Qiscus Omnichannel Chat dashboard. Our service provides raw data that you can download easily. In this feature, there are 2 types of analytics, namely: Overall agent analytics and Analytics on each agent
Overall agent analytics include general information, the number of conversations you have, the performance of all your agents and the raw data that can be downloaded. Following are the steps to access Overall analytics:
- Click the Analytics menu,
- Select overall agent analytics in the dropdown.
Analytics on each agent includes performance per agent, the number of conversations per agent and raw data that can be downloaded. Following are the steps to access Overall analytics:
- Click the Analytics menu,
- Select Analytics on each agent in the dropdown,
- Choose one of the agents that appear in the agent search results list or you can do a manual search by entering the desired name / email / agent division,
- After clicking on one of the desired agents the agent analytics dashboard will appear according to the selected agent.
Overall agent's analytics and Analytics on each agent are only found in the Admin and Supervisor dashboards, whereas in the agent dashboard there are only agent's analytics in accordance with the agents concerned. If you want analytics customization, please Contact Us.