In this section, we will explore in detail the process of obtaining comprehensive analytics for both agent interactions during co-browsing sessions and agent performance during chat-based communications.
Co-browsing Analytics
In this section, you can access detailed analytics for each co-browsing session completed by the agent. You can view the recordings of co-browsing sessions, download the sessions, and obtain agent-specific analytics as well. Additionally, these reports can be downloaded in CSV format. Please refer to the video below, which provides a step-by-step guide on how to retrieve these reports from the Floatbot dashboard.
Agent Analytics
In this section, you can access detailed reports for agents regarding their chat sessions. The statistics provided include the following:
Agent Served - Later Closed by Agent: This occurs when the agent was connected to the chat session, and it was subsequently closed by the agent.
Agent Served - Later Timeout: This happens when the agent was connected to the chat session, but due to inactivity, the session timed out.
Agent Served - User Changed Session: This occurs when the agent was connected, but the user changed the session while the agent was still active.
In Queue - Later Timed Out: This occurs when a user was in the queue waiting for an agent, but no agent accepted the chat, causing the session to time out.
In Queue - User Changed Session: This happens when the user, while waiting in the queue for an agent, changed the session before being connected.
No Agents: This situation arises when no agents are online to handle chat requests.
