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

Statistical Analysis