This section focuses on metrics of individual
conversation sessions, namely their length and your response times.
Average live session duration
What does it measure? | The average duration of your live conversation sessions. |
Unit | Seconds |
When is it counted? | Whenever a conversation session ends while both contact and operator are active at the same time. |
Why is it useful? | Gives you the opportunity to ratio live and non-live conversation sessions. Based on this, you can, for example, adjust your service times to become more available for live chats. |
Total live session duration
What does it measure? | The total duration of all your live conversations combined. |
Unit | Seconds |
When is it counted? | Whenever a conversation session ends while both contact and operator are active at the same time. |
Why is it useful? | Gives you the opportunity to ratio live and non-live conversation sessions. Based on this, you can, for example, adjust your service times to become more available for live chats. |
Live session count
What does it measure? | The number of your live conversation sessions. |
Unit | Conversation sessions |
When is it counted? | Whenever a conversation session ends while both contact and operator are active at the same time. |
Why is it useful? | Gives you the opportunity to ratio live and non-live conversation sessions. Based on this, you can, for example, adjust your service times to become more available for live chats. |
First response time
What does it measure? | The time between a contactâs first message and your operatorâs first reply in a new conversation session. |
Unit | Seconds |
When is it counted? | When an operator sends a first reply to a live conversation session while both parties are online. |
Why is it useful? | Your first response shows contacts that their request has been acknowledged. A low FRT is a typical indicator of high service quality. |
Example | A contact starts a conversation by sending a message while an operator is available. 10 seconds later the operator replies. The first response time is 10 seconds. |
First response time (service times considered)
What does it measure? | The time between a contactâs first message and your operatorâs first reply in a new conversation session.The data is normalized by the service times defined for the Widget. |
Unit | Seconds |
When is it counted? | When an operator sends a first reply to a live conversation session while both parties are online. This metric only tracks data if service times are enabled for the Widget. |
Why is it useful? | Your first response shows contacts that their request has been acknowledged. A low FRT is a typical indicator of high service quality. |
Example | A contact starts a conversation by sending a message while an operator is available. 10 seconds later the operator replies. The first response time is 10 seconds. If the contact writes 5 seconds before the start of the defined service time and the operator replies after 10 seconds, the first response time is 5 seconds. |
Response time live conversation sessions
What does it measure? | The time between a contactâs message and your operatorâs reply in a newly started or resumed live conversation. First response time for every conversation session is counted seperately. |
Unit | Seconds |
When is it counted? | When an operator sends a reply to a contactâs message while both parties are online. |
Why is it useful? | When operators are available, your contacts expect quick answers. This metric shows you if they get them. |
Example | Your operator is available and a contact sends a message in a conversation. 10 seconds later the operator replies. The first response time is 10 seconds.v |
Response time live conversation sessions (service times considered)
What does it measure? | The time between a contactâs message and your operatorâs reply in a newly started or resumed live conversation. First response time for every conversation session is counted seperately. The data is normalized by the service times defined for the Widget. |
Unit | Seconds |
When is it counted? | When an operator sends a reply to a contactâs message while both parties are online. This metric only tracks data if service times are enabled for the Widget. |
Why is it useful? | When operators are available, your contacts expect quick answers. This metric shows you if they get them. |
Example | Your operator is available and a contact sends a message in a conversation. 10 seconds later the operator replies. The first response time is 10 seconds. If the contact writes 5 seconds before the start of the defined service time and the operator replies after 10 seconds, the first response time is 5 seconds. |
Live conversation sessions forwarded to operators
Live conversation sessions forwarded to operators | |
What does it measure? | Number of forward and reassign actions on live conversation sessions |
Unit | Reassignments of conversations |
When is it counted? | When an operator reassigns or forwards a live conversation session. |
Why is it useful? | Shows where initial routing could be improved. |
Example | Your operator thinks a colleague is better suited to help out the contact due to specicific product knowlegde and forwards the live session.v |
Live conversation sessions forwarded to groups
What does it measure? | Number of forward and reassign actions on live conversation sessions |
Unit | Reassignments of conversations |
When is it counted? | When an operator reassigns or forwards a live conversation session |
Why is it useful? | Shows where initial routing could be improved |
Example | Your operator thinks a colleague is better suited to help out the contact due to specicific product knowlegde and forwards the live session |
One-sided sessions
What does it measure? | The number of conversation sessions in which only one side participated. |
Unit | Conversation sessions |
When is it counted? | Whenever a conversation session is ended and only one side participated (sent a message or took any other deliberate action). |
Why is it useful? | Gives you an overview of how many conversation sessions are asynchronous. |
Example | A contact sends a message outside of your regular service times (1). Your operator replies the next day around noon (2) and the contact in turn replies to that in the evening (3). This would amount to 3 one-sided sessions. |
First offline response time
What does it measure? | The time between a contactâs latest message and your operatorâs first reply in conversations started while no operator was available. |
Unit | Seconds |
When is it counted? | When an operator sends the first reply in a conversation started by a contact while no operator was available. Please note:
This KPI only considers conversations containing contact details when
the Widget is configured to only receive conversations with contact
details. Conversations received without contact details aren't counted. |
Why is it useful? | When contacts leave messages while youâre not available, they expect you to reply as soon as possible. This metric helps you ensure that they receive timely first responses, even when you arenât online to reply immediately. |
Example | A contact starts a new conversation and leaves a message at 10 p.m., which is outside your service hours. Your operator replies at 8 a.m. the next morning. The FRT for this asynchronous conversation is 10 hours. |
First offline response time (service times considered)
What does it measure? | The time between a contactâs latest message and your operatorâs first reply in conversations started while no operator was available. The data is normalized by the service times defined for the Widget. |
Unit | Seconds |
When is it counted? | When an operator sends the first reply in a conversation started by a contact while no operator was available. This metric only tracks data if service times are enabled for the Widget. |
Why is it useful? | When contacts leave messages while youâre not available, they expect you to reply as soon as possible. This metric helps you ensure that they receive timely first responses, even when you arenât online to reply immediately. |
Example | A contact starts a new conversation and leaves a message at 10 p.m., which is outside your service hours. Your operator replies at 8 a.m. the next morning. If the service time for this Widget is defined as 7 a.m. to 5 p.m., the first response time is 1 hour. |
Offline response time
What does it measure? | The time between a contactâs latest new message and your operatorâs reply in a conversation resumed while no operator was available. The conversation needs to have previous operator messages. |
Unit | Seconds |
When is it counted? | When an operator sends the first new reply in a conversation with previous operator messages that was resumed while no operator was available. |
Why is it useful? | Helps you ensure that your contacts receive timely responses to additional questions, even when you arenât online to reply immediately. |
Example | A contact resumes an existing conversation with previous contact and operator messages at 10 p.m., which is outside your service hours. Your operator replies at 10 a.m. the next morning. The response time for this asynchronous conversation is 12 hours. |
Offline response time (service times considered)
What does it measure? | The time between a contactâs latest new message and your operatorâs reply in a conversation resumed while no operator was available. The conversation needs to have previous operator messages. The data is normalized by the service times defined for the Widget. |
Unit | Seconds |
When is it counted? | When an operator sends the first new reply in a conversation with previous operator messages that was resumed while no operator was available. This metric only tracks data if service times are enabled for the Widget. |
Why is it useful? | Helps you ensure that your contacts receive timely responses to additional questions, even when you arenât online to reply immediately. |
Example | A contact resumes an existing conversation with previous contact and operator messages at 10 p.m., which is outside your service hours. Your operator replies at 8 a.m. the next morning. If the service time for this Widget is defined as 7 a.m. to 5 p.m., the response time for this asynchronous conversation is 1 hour. |
Offline conversation sessions forwarded to operators
What does it measure? | Number of forward and reassign actions on offline conversation sessions |
Unit | Reassignments of conversations |
When is it counted? | When an operator reassigns or forwards an offline conversation to an operator. |
Why is it useful? | Shows where initial routing could be improved |
Example | A supervisor assigns a lingering conversation to a different operator. |
Offline conversation sessions forwarded to groups
What does it measure? | Number of forward and reassign actions on offline conversation sessions |
Unit | Reassignments of conversations |
When is it counted? | When an operator reassigns or forwards an offline conversation to an operator group. |
Why is it useful? | Shows where initial routing could be improved |
Example | A supervisor assigns a lingering conversation to a different operator. |
Number of conversations received from a chatbot
What does it measure? | The number of times human operators receive conversations from chatbots. |
Unit | Reassignments of conversations |
When is it counted? | Whenever a chatbot reassigns a conversation. Automatic reassignments at the end of a conversation session are not counted.. |
Why is it useful? | It shows you how many contact requests require additional human support and how often contacts are willing to continue when the bot was unable to solve their issue. Depending on your setup and expectations, a higher number can be a positive result (e.g. contacts are forwarded to sales representatives who can close the deal) or a negative one (the chatbot could not handle the request on its own). |
Example | A chatbot is unable to understand and/or answer a request and reassigns the conversation to a human operator. |
read this article in English:
https://docs.userlike.com/features/analytics/conversation-sessions