Chat & Agent Performance

Overview

Zaapi’s analytics dashboard provides deep insights into chat and agent performance, helping you monitor response times, resolution rates, and customer engagement. Track key metrics like average response time, number of customer chats, and number of missed chats to optimize support efficiency. With real-time data and historical trends, you can identify areas for improvement and ensure a seamless customer experience.

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Chat performance metrics

General rules:

• This dashboard includes all messages received both inside & outside of business hours

• It also includes messages sent on the native platform (except for LINE OA)

New vs Returning Chats

• The number of unique customers messaging for the first time in the last 24 hours vs. those who have messaged before in any rolling 24-hour period.

  • For example, if Customer A messaged yesterday and again today, they would count as 2 returning chats.

Customer Chats

• The number of unique customers you have sent a message to or received a message from.

12-Hr Missed Chats

• The number of chats assigned to you that you failed to respond to within 12 hours.

Avg. 12-Hr Response Rate

• The percentage of assigned chats you responded to within 12 hours.

Avg. 10-Min Response Rate

• The percentage of assigned chats you responded to within 10 minutes.

Avg. Response Time

• The average time it took you to respond to customers, measured from the first message received.

Messages Received

• The total number of messages you received from customers.

Messages Sent

• The total number of messages you sent to customers.

Customer Chats by Channel

• The number of unique customers you have sent a message to or received a message from, segmented by channel.

12-Hr Missed Chats by Channel

• The number of chats you failed to respond to within 12 hours, segmented by channel.

Avg. 12-Hr Response Rate by Channel

• The percentage of chats you responded to within 12 hours, segmented by channel.

Avg. 10-Min Response Rate by Channel

• The percentage of chats you responded to within 10 minutes, segmented by channel.

Avg. Response Time by Channel

• The average time it took you to respond to customers, measured from the first message received, segmented by channel.

Customer Chats by Time of Day

• The number of unique customers you have sent a message to or received a message from within each three-hour time period.

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Agent performance metrics

General rules:

• This dashboard includes only messages sent & received by admins within their specific working hours. Any messages sent or received outside of an admins working hours will be excluded from the calculation here.

• If a different admin responds to a chat that another admin is assigned to, the calculation for response time will be attributed to the admin that was originally assigned.

• When an admin resumes work after their time away, the response time/missed chats will be disregarded for messages that were received outside of hours.

Customer Chats by Agent

• The number of unique customers an agent has sent at least one message to, segmented by agent

12-Hr Missed Chats by Agent

• The number of chats assigned to each agent that they failed to respond to within 12 hours, segmented by agent

Top Agent by Customer Chats

• The agent who responded to the greatest number of unique customers.

Lowest 12-Hr Missed Chats

• The agent with the fewest missed chats assigned to them within 12 hours.

Best 10-Min Response Rate

• The agent with the highest response rate for chats assigned to them within 10 minutes.

Fastest Responder

• The agent with the shortest average response time for chats assigned to them.

Customer Chats

• The number of unique customers an agent has sent at least one message to.

12-Hr Missed Chats

• The number of chats assigned to an agent that they failed to respond to within 12 hours.

Average 12-Hr Response Rate

• The percentage of chats assigned to an agent that they responded to within 12 hours.

Average 10-Min Response Rate

• The percentage of chats assigned to an agent that they responded to within 10 minutes.

Average Response Time

• The average time it took for an agent to respond to a chat assigned to them, measured from the first received message.