StringeeX
StringeeXContact UsIntegration
English
English
  • I. Introduction
    • 1. Register a new account
    • 2. Log in - Log out
    • 3. Change user information
    • 4. Making outbound calls
    • 5. Receive inbound calls
    • 6. Actions in the call
    • 7. Account Status
  • II. System Features
    • 1. Dashboard
      • 1.1. Inbound calls
      • 1.2. Outbound calls
      • 1.3. Chats
      • 1.4. Tickets
      • 1.5. Campaign
    • 2. Company
      • 2.1. Company management
      • 2.2. Company details
      • 2.3. Create a company filter
    • 3. Contact
      • 3.1. Contact management
      • 3.2. Contact details
      • 3.3. Create contact filter
    • 4. Ticket
      • 4.1. Ticket management
      • 4.2. Ticket details
      • 4.3. Advanced filter for tickets
    • 5. Advanced filter
    • 6. Reports
      • 6.1 Statistical reports
        • 6.1.1 Call
          • Call reports
          • Call history reports
          • Report on call center performance by time
          • ACD(Automatic Call Distributor) performace
          • History of call distribution to agent
        • 6.1.2 Chat
          • Chat statistics
          • Chat history
          • Agent's chat performance
        • 6.1.3 Agent
          • Agent activity report
          • Agent performance
          • Agent status change history
          • Agent status report
          • Report agent by ticket fields
        • 6.1.4 Ticket
          • Ticket report
          • Deleted ticket report
          • Report of ticket by drop-down field
        • 6.1.5 SMS
          • SMS report
          • SMS history report
        • 6.1.6 SLA
        • 6.1.7 Outbound call campaign
          • Customer report
          • Call report
        • 6.1.8 Email campaign
          • Email campaign report
          • Survey summary report
        • 6.1.9 eKYC
      • 6.2 Real-time monitoring
        • 6.2.1 Call monitoring
        • 6.2.2 Chat monitoring
        • 6.2.3 Agent monitoring
        • 6.2.4 Queue monitoring
    • 7. Chat
      • 7.1. Chat details
      • 7.2. Chat notes
    • 8. Knowledge base
    • 9. Settings
      • 9.1 Service management (Customer service)
        • 9.1.1 Details
        • 9.1.2 Role & Permission
        • 9.1.3 Personnel list
        • 9.1.4 Configure receiving channels
          • Channels
            • Queue
            • IVR Tree
            • Hotline numbers
            • Routing
            • Greeting message file
            • Blacklist numbers
            • Call settings
            • SIP account
          • Internet calls
          • Email
          • Live chat
          • General configuration
          • Facebook
          • Zalo
        • 9.1.5 Ticket configuration
          • Ticket field configuration
          • Marco
      • 9.2 HR & Team management
        • 9.2.1 Personnel
          • Agent list management
          • Set up personnel information
        • 9.2.2 Group
          • Group list management
          • Create a group
      • 9.3 Field configuration
        • 9.3.1 Contact field
        • 9.3.2 Company field
        • 9.3.3 Contact data entry field
        • 9.3.4 Ticket field
      • 9.4 Trigger configuration
        • 9.4.1 Trigger introduction
        • 9.4.2 Trigger list management
        • 9.4.3 Create a new trigger
      • 9.5 SLA & Automation Configuration
        • 9.5.1 Definition of SLA - Automation
        • 9.5.2 List Management
        • 9.5.3 Create new SLA/ Automation
      • 9.6 Other configurations
        • 9.6.1 Custom status
        • 9.6.2 IPs Configuration
        • 9.6.3. Display permission
        • 9.6.4 Portal configuration
          • Time zone & Language
          • Login Method
        • 9.6.5 Working time
      • 9.7 Campaign management
        • 9.7.1 Outbound call campaign
          • Types of campaigns
          • Setup a campaign
          • Steps to participate in a campaign
          • Campaigns
          • Customers
          • Agents
          • Survey template
          • Survey answers
          • Customer warehouse
        • 9.7.2 SMS Campaign
          • Campaigns
          • Customers
          • Campaign history
        • 9.7.3 Email campaign
          • Campaigns
          • Customers
          • Survey template
          • Email template
          • Sendgrid account list
          • Survey answers
          • Do-not-send email list
      • 9.8 Integration
      • 9.9 Knowledge base
      • 9.10 Payment
        • 9.10.1 Topup
        • 9.10.2 Plans
        • 9.10.3 Payment history
      • 9.11 Stringee connection
  • III. Mobile app
    • IOS APP
      • 1. Log in
      • 2. Ticket
      • 3. Contact
      • 4. Make a call
      • 5. Call history
      • 6. Setting
      • 7. Set up call notifications on the phone app
    • Android APP
      • 1. Log in
      • 2. Ticket
      • 3. Contact
      • 4. Make a call
      • 5. Call history
      • 6. Settings
      • 7. Set up call notifications on the phone app
  • IV. Frequently asked questions
    • 1. Forget a password
    • 2. Change a language
    • 3. Permissions for devices (headset/microphone)
    • 4. Setting the method of call distribution for agents
    • 5. Convert contacts from one account to another completely
    • 6. Note when uploading contacts via excel file
    • 7. Delete contacts in bulk
    • 8. Merge duplicate contacts
    • 9. Check a current balance of a portal
    • 10. Manage app notifications
    • 11. Clear browser cache
    • 12. Configure IP Phone connection with Stringee contact center
    • 13. Common errors when making calls
    • 14. Log in and report Captcha Invalid error
    • 15. How to create multiple business hours
    • 16. File formats supported on StringeeX
    • 17. Instructions for getting call code (call ID)
    • 18. Using Google and Microsoft Accounts for Registration, Login, and Account Linking
    • 19. Two-factor authentication
    • 20. Incoming calls have popup but no ringtone
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On this page
  • Purpose of chat statistics
  • Chat statistic filter
  • Chat statistic chart
  • Chat statistic chart by day
  • Chat statistic chart over a period greater than 1 day
  • Các trường thông tin báo cáo thống kê chat Information fields of chat statistic report
  1. II. System Features
  2. 6. Reports
  3. 6.1 Statistical reports
  4. 6.1.2 Chat

Chat statistics

Previous6.1.2 ChatNextChat history

Purpose of chat statistics

Chat statistics will summarize information (Total number of chats, total number of messages, Total number of guests, total number of missed chats, rate of evaluation) as well as chat performance on the chart. It helps users to report easily, monitor and evaluate the chat channel performance of businesses, companies, etc.

Chat statistics will include all messages from: Livechat, Zalo (OA), Facebook (Meta)

Chat statistic filter

The chat statistic filter will include: filter by time period and filter by queue.

(1) Time: users can filter by time of day, week, month to facilitate monitoring and evaluation (each filter is up to 31 days)

(2) Queue: is a queue configured to receive chats from chat channels.

Chat statistic chart

The chart shows the number of chats at each different time, possibly during the day, week, and month. Usually we divide into 2 main time points: within the day and greater than 1 day.

Chat statistic chart by day

When filtering by date the chart will have 2 vertical and horizontal column information as shown below.

  • Vertical column: total number of chats at a time.

  • Horizontal row: times of day with time hops of 30 minutes.

For example: The time on July 07, 2023 at 13:30 am has a total of 4 chats.

Chat statistic chart over a period greater than 1 day

When filtering by date the chart will have 2 vertical and horizontal column information as shown below.

  • Vertical column: total number of chats at a time.

  • Horizontal row: time hop timelines are 1 day.

For example: July 07, 2023 has a total of 60 chats.

Các trường thông tin báo cáo thống kê chat Information fields of chat statistic report

Các trường thông tin sẽ trả về dữ liệu từ thời điểm bắt đầu sử dụng kênh chat đến thời điểm hiện tại.

(3) Total chats: the sum of all chats from the time the chat channel is active to the present time.

(4) Total number of messages: the sum of all messages from the time the chat channel is active to the present time.

For example: In image 6, we have 2 chat messages. Each chat message corresponds to 1 chat sentence.

(5) Total Number of Customers: the total number of customers who messaged the system from the time the chat channel was active to the present time.

(6) Total missed chats: the total number of chats not received by the Agent from the time the chat channel is active to the present time.

(7) Good rating percentage: is the percentage of customers who rate the service quality of chat care staff from the time the chat channel operates to the present time. (Note: Chat quality assessment only applies to LiveChat channel)

In particular, there will be a comparison of the percentage increase or decrease between the current month and the same period of the previous month.

Image 1: Reports on chat statistics
Image 2: Chat statistic filter
Image 3: Chat statistics chart by day
Image 4: Chat statistic chart over a period greater than 1 day
Image 5: Statistical report information field
Image 6: Example of a chat message