Conversation Analysis The Conversation Analysis module provides statistical insights into conversation and message data from three dimensions: Agent, Agent Group, and Bot. Dimensions
1. Agent
2. Agent Group
3. Robot
Field Instructions:
- Number of Access Conversations: Total number of conversations an agent has joined.
- Number of processed conversations: Total number of conversations an agent has handled (each processed conversation counts once for each previously unhandled conversation).
- Number of Ended Conversations: Total number of conversations an agent joined and that have been ended.
- Total Number of Messages: Sum of all messages from both customers and agents across all conversations.
- Number of Customer Messages: Total number of messages sent by customers across all conversations.
- Number of Agent Messages: Total number of messages sent by agents across all conversations.
- Average number of conversation messages: Average number of messages per conversation.
- Maximum number of conversation messages: Maximum number of messages in a single conversation.
- Average Conversation Duration(S): Average duration of all conversations.
- Maximum Conversation Duration(S): Maximum duration among all conversations.
- First Response Conversations Number(1h): Conversations generated when a customer sends a new message; if an agent joins and responds, it counts as a first-response conversation.
- First Response Rate(1h): First Response Conversations / Conversations Joined (repeated joins count as one).
- Average First Response Time: Average time taken for first response in first-response conversations.
- Timely Response Number(1h): Number of conversations where an agent replied within a specified time after a new unhandled message.
- Timely Response Rate(1): Timely Response Count / Pending Messages (a conversation may have multiple pending messages).
- Average Response Time: Average response time for timely responses.
Note: To set the timely response time, click Settings at the top-right corner