Departments Stats

Departments reporting overview

The statistics is shown for chats routed to specific departments. If departments selection is not enabled in the account, all chats which were not assigned to any department will be listed next to the tilde sign ~ in the grid.

Departments reporting

1.Graphical representation for department statistics

2.Expand / hide grid view

3.Department name

4.Chat calls: the number of chats per department and the total number of chats

5.Accepted chats: the number of chats accepted by a department and the total number of accepted chats

6.Missed chats: the number of missed chats in a department and the total number of missed chats

7.Acceptance rate: the ratio of accepted chats and  total chats: Accepted chats * 100% / Chat calls

8.Load rate: the ratio of accepted chats per department and all accepted chats

9.Average chat accept time: the ratio of total time taken to accept chats to the total number of chats handled within a department

10.Online time - the time department remained online

11.Offline time - the time department remained offline

12.Average reply time - the total reply time divided by the total number of accepted within a department chats

13.Average agent messages in chat - The total number of messages in all accepted chats divided by the number of chats handled within the department

14.Post chat survey reporting: by default "Politeness" and "Proficiency" fields are displayed.

15.Buttons to show the list of displayed fields which can be hidden or activated, clear all checked cells and export data to CSV

16.Chats that were not assigned to any department

17.Totals of all chats, accepted chats and missed chats

Advantages

If you have departments in your account, you can see which department your customers contact more and as a result empower it with additional employees