Statistics panel

Statistics panel

From the 'Web Chat > Stats' section within the control panel, you can monitor Oct8ne's performance and the level of service you're providing to your customers via web chat.

Within the web statistics section, you'll find four different subsections.


SESSIONS:

In this section, you can view session statistics within a specific time range.
Visually, you'll find a graph displaying all sessions, and you can also filter to change the date range.





In the 'SUMMARY' section you will find the session KPIs.
  1. Help requests: Visitors type in the chat. This corresponds to the 'Waiting' status.
  2. Attended: Sessions in which an agent joins the session to assist the customer (corresponds to the 'Attended' status).
  3. Unattended: Sessions in which a user has requested help, but no agent joined. This will generate a 'LOST' session.
  4. Oct8ne Launches: Chat openings 'triggered'; either because the user proactively clicks on the chat or because a trigger is activated. The user has not typed anything. This corresponds to the 'Just browsing' status.
  5. Service Level: Percentage of sessions attended vs. sessions that requested help.
  6. Registered Contacts: Visitors who have filled out the contact form displayed when no agents are available (Away Form).
  7. Product/Session Averages: Average number of products displayed in the viewer per session. (If 3 products are displayed in one session and 1 in another, the average will be 2)
  8. Average session time: Average session duration.
  9. Average response time: Average response time. The time that elapses from when a visitor is in 'Waiting' until they move to 'Attended'.
  10. Total available hours: Total number of hours that at least one agent has been online and available.



In the 'DETAIL' section, you can segment sessions by different criteria.

AGENTS: Sessions broken down by agent. (Agent Details)
ENGAGEMENT: Sessions broken down by entry type (Trigger, classic Livechat, popup, etc.)
TAGS: Sessions broken down by tags
TRIGGERS: Sessions broken down by trigger



PRODUCTS VIEWED:

In the Summary section, you'll find the same data as in the Sessions tab above.
In the Agent Details section, you can see a breakdown of the products your agents suggest and the percentage they represent.

RATINGS:

If you have customer ratings enabled in your settings, you'll be able to see data on the ratings your agents receive from customers after each conversation. This allows you to analyze the quality of service provided.

Ratings can be done using thumbs up or stars. You can view totals and percentages for each agent and/or department (if departments are enabled in your dashboard). Clicking on the question mark icon will display the sessions where that agent was rated. Clicking on a specific session will open it so you can analyze it in detail.




CONVERSION:

This section will only be visible if you have the SALES PIXEL configured in your dashboard.
In this section, you can see the conversion rate of chat sessions for your business, in terms of sales. You will be able to see the 'total revenue' by currency and the 'number of transactions' by currency.






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