Statistics panel

In this section, we will evaluate Oct8ne's behavior and the quality of support we provide during customer service.

Statistics can be exported manually in CSV format, or through API to automate the download to any Business Intelligence system.

We can segment the results obtained through the following KPIs:

SESSIONS:

Number of times the chat has been opened

Number of visitors served with the chat

Number of visitors not served with the chat

Number of visitors who have tried to contact us when there were no agents

available.

In this same tab, we also access a SUMMARY with more KPIs:

Help requests

Oct8ne openings

Service level offered

Registered contacts

Average products per session

Average time per session

Total hours available

In the DETAIL section, we will have the following KPIs at the AGENT level:

Number of sessions per agent

Number of sessions attended by agent

Number of sessions not attended by agent

Service level offered by agent

Average time/session per agent

Average time/response per agent

Hours available per agent

We can also obtain results from ENGAGEMENTS (chat entries) or results from session TAGS.

PRODUCTS VIEWED: we can filter the results according to the following filters:

Search by date

Search by time range

Search by agent

Filter by requests attended

RATINGS: Allows customers to rate your agents after each conversation to analyze the quality of service provided.

The evaluation can be done with thumbs or stars

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