Dialogs

• Volume: this refers to the total number of conversations that have been assigned;

• Duration: average duration of a dialog;

• Picked up chats: this refers to the number of conversations that have been assigned AND accepted by the operator.

• Opportunities:

  • Opportunities connected to live chat: number of necessary Livechat connections and dialogs have been directly assigned to an operator (without going through the queue) ;

  • Missed opportunities: number of necessary Livechat connections with dialogs that could not be attributed to an operator, either because all operators were busy, either because there were none was logged in.

All these data are represented by graphs to visualize the evolution.

The opportunity statistics work with external live chats.