View and Track Analytics
On the left-side navigation list, click Analytics to view various data in graphical and tabular representation such as new chat count, open or closed chats, chats received over time, chats assigned per user, and the average response time per user.
The most important data to look into is the Average Response Time and the Average First Response Time. This metric not only provides a global overview but also drills down to the employee level for granular analysis.
Monitoring average response times and first response times helps you understand how quickly your team is addressing customer inquiries or leads. A shorter average response time can positively impact customer satisfaction, as it demonstrates attentiveness and responsiveness. On the other hand, a longer average response time may lead to missed opportunities and dissatisfied customers.
By continuously monitoring these metrics, businesses can identify areas for improvement in their communication processes, such as optimizing workflows or allocating resources more effectively. This proactive approach helps ensure that potential sales opportunities are not missed due to delayed responses or insufficient follow-up, enables organizations to refine their client communication strategies, enhance customer experiences, minimize lost sales opportunities, and ultimately increase lead conversion rates.