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.

• Successful opportunities : number of times it was determined that a Livechat connection should be established and conversations were directly assigned to an operator without going through the waiting queue.

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

The opportunity statistics work with external live chats.