Analytics CSV glossary (Professional and Enterprise) Follow



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    Peter Harzewski

    Hi Nora:  Glossary is helpful, however may need further update?  My premium plan reports on the following in our Agent Leaderboard:

    # Agent Chats Completed Satisfaction Wait Time (Served) Response Time Duration

    I do not see a clear definition for "Wait Time (Served)" and have had slightly different explanations on this.  Also for "Response Time" need to know what interval is being measured here, and if it overlaps any other metric (such as Wait Time Served).   Thank you.


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    Kate Savaria

    @Peter - I would love a clear explanation on Wait Time (Served) as well! +1 to you

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    Diego García

    Hello, I do not see information about the measure "Assigned chats". Additionally, why in the csv export, this number is higher than the sum of "Missed, Dropped and Completed"?


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    Hello! Could you please explain what does the "Avg Wait Time (Missed)" in the column Service Level mean? This value appears in the Monthly Email Analytics Report. Thanks! 

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    Kate Savaria

    Seems this article was updated at the beginning of September (2017) with some better descriptions! Would be nice to get a notification on that. However, "Avg Wait Time (Served)" and "Avg Wait Time (Missed)" are still not in the list

    From what I can gather though, Avg Wait Time (Served) would be the same as Average First Response Time: the average time it takes for an agent to respond to an initial chat request from a visitor. That would make Avg Wait Time (Missed) be the average time it takes for a visitor to get tired of waiting and leave without getting served.

    Average Response Time was added to the list and is quite an interesting metric. "Each individual chat has its own average response time. This is calculated as the average time it takes for an agent to respond to messages in that chat. The "Average Response Time" refers to the average value of the average response time across all chats." As I read this, it is basically a measure of how well the agent is paying attention to their chats - how quickly they reply as the chat is on-going. Very nice!

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    Alex Nikitin

    Hello. How I can get this analytic information by API?

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    Ramin Shokrizadeh

    Hi Alex, there are currently no APIs for the Analytics data and we have no plans right now to add them.

    You will need to use the Chat REST APIs to pull the raw chat data and do the analytics calculations yourself at the moment. Here are the docs for the Chat APIs:

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    Lauren Williams

    Has there been any further clarity or an official response around Wait Time (served) please?

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