Queue statistics
Viewing statistics requires operator rights within the organization. Navigate to the customer queue statistics:
From the queue dropdown menu: Click the arrow icon next to the queue name in the left sidebar and select Queue statistics. (for queues where you have been added as a handler)
From the organization main view: You can access statistics for all organization queues from the organization settings under Queues.
Opening the Statistics page
Viewing statistics requires operator rights within the organization. Navigate to the queue statistics:
Features
You can view conversation history, tags, user satisfaction, survey responses, and metadata. Statistics are updated almost in real time, at the latest within one hour. Customer service representatives can add tags for six hours after a conversation ends, so statistics may be updated during that period.
Statistics and conversation histories can be downloaded manually as CSV files or automatically exported to the customer's CRM system (contact us for more information).
The Statistics page is divided into:
Time-range and review-period selections, including history and survey options
Graphical charts
Tag-specific statistics
Customer service representative statistics
Daily statistics and conversation reviews
Features
You can view chat history, tags, user satisfaction, survey responses, and metadata. Statistics are updated almost in real-time, refreshing at the latest within an hour. Customer service representatives can add tags up to six hours after a conversation ends, meaning these updates occur within that timeframe.
Statistics and chat histories can be manually downloaded and saved as a CSV file, or they can be automatically exported to the customer's CRM system (contact us for more information).
The Statistics page is divided into sections:
Time range and review period selections, as well as history and survey options
Graphical charts
Tag-specific statistics
Customer service representative-specific statistics
Daily statistics and conversation reviews
Graphical Charts
The charts provide a quick overview of activities. You can examine:
The number of conversations
The number of picked and dropped participants
The number of registered contacts
Average times for conversations, queuing, and leaving the queue
Feedback and the number of responses
A customer's arrival to the queue is referred to as a request:
Accepted request: A customer service representative picks the customer from the queue.
Dropped request: The customer is not picked from the queue.
Tag-Specific Statistics
You can review statistics based on tags. This provides insights into which topics or services are popular and consume time in customer service, as well as the type of feedback the topic receives.
In certain situations, tags can also be automated.
Customer service representative statistics
Customer service agen-specific statistics
You can view individual general statistics per agent within a selected time period. The average rating ranges between -1 and 1 if the customer interface utilizes the standard feedback view.
Daily Statistics
From daily statistics, you can view the conversations content and access conversation logs.
Click on the three-dot menu of a specific date row to open the conversations for that day. By clicking the conversation link, a modal will opan and you can read the details of the selected conversation.
The customer’s rating of the conversation quality is displayed as a number in the statistics.
The customer selects an appropriate option from emoji icons they see. If your organization is using Ninchat's post questionnaire instead of the three emojis, you can review the feedback under the section Metadata & Questionnaire answers.
Conversation History
Viewing Conversation History
Session and customer information; metadata
Customer’s pre questionnaire responses
Auto-tags added to the conversation automatically (configured separately)
Tags added to the conversation by the specialist
Message content and sending time
You can save the conversation to your computer by clicking the "Download CSV" button. The downloaded file can be opened, for example, in Excel. Please ensure data security when exporting information.
You can download an individual conversation transcript as its own CSV file. The main Statistics page also provides CSV exports for the statistics sections. Questionnaire answers can be downloaded separately as pre- or post-questionnaires when the questionnaire feature is enabled.
Require reason for viewing transcripts
A reason for viewing conversation history can be required for monitoring purposes. This ensures that conversation history can only be accessed by adding a recorded message.
To enable this feature:
Go to Organization settings. You can access these settings by clicking the gear icon.
Check the box Require reason for viewing transcripts.
Save your changes.
The reason for viewing conversation history is always requested when a person attempts to open a saved conversation. Once the reason is provided, they can access the information. The system keeps a record of who has viewed the data.
How to View Statistics
Monthly statistics
How to generate monthly statistics:
Select the time range from the "Custom time range" option.
Choose one or more months as the desired period.
Searching for conversations
From the 'Queue Statistics' view, you can navigate to the 'Transcripts' view using the vertical menu. In this view, you can select your desired time frame, search for metadata of identified conversations, and download the content of the searched conversations in CSV format.
Questionnaire search
In the 'Metadata & questionnaire answers' view, you can review the responses to surveys. If desired, you can specifically select either all, pre- or post-audience questionnaires for your search.
Monitoring an Ongoing Conversation
From the Queue activity view, with operator rights you can monitor an ongoing conversation or review the content of a conversation that is already concluded.
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