Insights provides information on the customer service you deliver through eDesk to give you a better understanding of how your team, products, and entire business are performing.

This help file will explain the data available in the Chats section of Insights.

Before you start 

  • eDesk Chat is available on all plans.
  • Automations must be enabled on the subscription and each billable resolution is counted and charged at 99c.
  • Learn about AI Automation and how it's billed here.
  • To access Chat insights, you’ll need to have access to Insights > Chats in your permissions. If you don’t have access, you can request it from an Admin user within your business. 

01 Insights > Chats

Chat allows you to provide customer support on-demand and in real-time. Learn more about Live Chat here. 

To measure your chat performance and identify areas for improvement, use the Chats section in Insights. This section provides dashboards that show how your chat-based support is performing - any conversation where the customer has selected a chatbot option or sent a message via your chat widget will be counted in this section.

Use the widget and date filters on the Insights > Chats > Chats overview page to show only the data you're interested in.

02 Chat overview tab

The Chat overview tab provides a high-level overview of your chat-based support.

A summary at the top lists the following metrics:
  • Conversations 
    The total number of chat conversations that were started and in which the customer engaged (sent a message or selected an option in chatbot conversations). This includes both chatbot conversations and agent conversations. If a customer has engaged with a chatbot and an agent in one chat, it is still only counted as one conversation. 
  • Chatbot
    The number of conversations which began and ended with the Ava chatbot. The conversation was not passed to an agent via a transfer to agent node and no follow-up ticket was created.
    • Resolved*
      Total number of chatbot conversations that were marked as Resolved by the AI. Learn about AI Resolutions here.
    • Follow up*
      The number of tickets that were created from a chat through the 'Create ticket' node in the Chatbot.
    • Other
      The chatbot conversations that were answered by the chatbot but were not concluded and no follow up ticket was created. See below for more information on “Other”.
  • Agent
    Total number of chat conversations that were transferred to an agent (not claimed by an agent).
  • Handled
    The number of conversations that were claimed by an agent where an agent. This may be after a chatbot has transferred the chat to an agent or where there was no chatbot active on the widget. If a chatbot conversation was transferred to an agent, this is counted as an 'Handled' conversation only. 
  • Missed
    The number of conversations that were missed when no agents claimed a chat. This may be after a chatbot has attempted to transfer the chat to an online agent or where there was no chatbot active on a widget and the customer came in through live chat. If a chat remains unclaimed for 30 minutes, the chat will be closed, a To do ticket created and it will be counted as Missed.
You can find the link to this document at the top of the Chat overview so you can refer back to it at any time.

The same data as above is used in the Breakdown graph, offering a quick comparison of metrics for the selected widget and date range. Hover your cursor over a node in the graph to view the relevant numbers in a tooltip. You can also click on the names of the breakdown options to toggle that specific graph on or off.
Breakdown graph
To print the chart or download a copy of the data in PDF, SVG, CSV, or XLS format, select the burger menu button on the right hand side and choose from the menu.

The same data is also used in the Heatmap, which shows the number of chats per hour during the selected time period and for the selected Widget. The darker the cell, the more chats occurred during that hour. The numbers represent both Chatbots and Agents.

Pro Tip: You can review all Chatbot conversations in the eDesk Mailbox if you filter by Ticket type > Chatbot.

03 Other

Other is the number of chatbot conversions that were not concluded meaning they were not verified as resolved by the AI, no follow up ticket was created and they were not transferred to an agent. There can be a number of reasons for this (with some examples explained below) but it is worth noting that the AI is very cautious in verifying tickets. This is to ensure that you are not billed for tickets where the customer did not receive a satisfactory answer but it also means this figure can be quite high.

It does not mean that the customer's query was not addressed. On most occasions, the chatbot will give an answer and encourage the customer to speak to an agent but if the customer does not complete the steps to be transferred to an agent, the conversation ends and the AI does not verify the ticket as resolved.

Examples
  • The chatbot did not have information to answer the customers question or the question. The chatbot could not answer the question and started the transfer to agent flow. The customer did not reply and the conversation stopped.
  • The customer received an answer from the chatbot and asked another question. The chatbot could not answer the question and started the transfer to agent flow. The customer did not reply and the conversation stopped.
  • The customer did not enter the verification code for the order look up.
  • The customer selected the wrong option and abandoned the conversation.
You can view Chatbot tickets by filtering in the Mailbox using ticket type > Chatbot.

04 Agents availability

The Agents availability tab gives you a top-level view of the availability of agents per time slot for the selected Widget and date range. 
  • Green: The agent was Online for the majority of the time slot
  • Yellow: The agent was Away for the majority of the time slot.
  • White: The agent was Offline for the majority of the time slot.



05 Chats report extracts

eDesk's report extracts feature also provides insights into chat performance and content for both chatbots and agent online Chat. Learn more here.

06 Customer satisfaction (CSAT)

Where you've enabled CSAT for a widget, the ratings will be displayed in your Insights. To learn more about CSAT for chatbots, see here. 
 

Further Readings

For information about Tickets Insights, see here.
For information about Agents Insights, see here.