Metrics

The second tab, Metrics, gives you seven different sub-sections, as follows.

Conversations

The graph below serves a dual purpose: the blue sections represent conversations handled by your agents, while the red sections indicate client conversations managed by your bots.

Additionally, you can easily filter your conversations by different time frames (last 7 days, 15 days, 30 days, 3 months, 6 months, or 1 year). You can also filter by departments, like Sales or Support, and by specific agents. These metrics will clearly identify your busiest and most effective agent, department, or bot.

Visitors

Here you can see the number of unique visitors by different time frames (last 7 days, 15 days, 30 days, 3 months, 6 months, or 1 year).

Messages

Here, you can easily filter the number of messages received over various time frames (last 7 days, 15 days, 30 days, 3 months, 6 months, or 1 year). Additionally, you can filter by agents, whether you want to view all of them or focus on a specific agent, to see how many messages they've exchanged during a selected period.

Response time

Here you can see the average response time over a selected period of time. Usual filters are available.

Conversation length

Here you can see the average conversation duration time over a selected period of time. Usual filters are available.

Events

This section allows you to delve into a couple of key metrics:

• Page Loads represents the number of times the widget has been loaded on your web page.

• New Conversations counts all conversations initiated, whether with a bot or a human agent.

You can filter the report for different time frames (last 7 days, 15 days, 30 days, 3 months, 6 months, or 1 year).

To see how many conversations a user has engaged in, check the "Conversations" section under the "Metrics" tab.

Satisfaction

Lastly and importantly, you can monitor your client satisfaction rate in reference to a specific period of time as well as department and specific agents. A great way to keep an eye on your customer satisfaction, which is vital for any entrepreneur.