Report

Report screen

If you click [Report] at the top of the setting screen, the content of the report will display.

Meaning for each content

１．Number of leads： number of registered leads.
２．PV： The number of page displayed with the ChatPlus tag.
３．Unique user： number of users accessing in a specific period of time to a page with the ChatPlus tag. (If the same person visited multiple times, it would be counted as [1])
４．New user： number of users who accessed for the first time to a page with the ChatPlus tag.
５．Time spent： The average time spent by users to a page with the ChatPlus tag.
６．Number of chats： total number of chat.
　　*It would be counted as [1] from the start to the end of the chat.
　　The chat will be counted even if only the initial message has been sent.
７．Number of chats visited： The number of chat including visitor's message in [Number of chats].
　　(It would be counted if the visitor just clicked selections)
８．Number of chat supported： number of chat including agent's message in [Number of chats].
　　(Automatic responses do not count)
９．Number of achievements： The number of time a goal  is achieved.
　　*You can set it in [Goal] after chatting.
１０．Satisfaction： percentage of [Good] reviews after the chat. (It would not be counted if there is no answer)
１１．Number of tickets：Number of ticket created.
１２．Time of the first reply：  average time of status change or reply to a created ticket.
１３．Number of resolutions： number of tickets resolved.
１４．Time of resolution： average time from ticket creation and its resolution.
１５．Satisfaction： percentage of [Good] reviews after the ticket resolution. (It would not be counted if there is no answer)

Search a report

By setting the period, site, agent and category, you can search for a specific report.
If you click [Search] you can set the search content.

 

Set the period

If you click the date box, the calendar will display. Click the date you want to set.
Set the start and end date of the period for which you want to view the report.

 

Set the site

Click the site for which you want to see the report from the pull down.

 

Set the agent

Click the agent for which you want to see the report from the pull down.

 

Set the category

Click the category (you can add categories in Category) for which you want to see the report from the pull down.

Report details

Click [Report details] at the bottom of the screen to see the details of the report.

Search for report details

You can search for a report by period, site, agent or category.

 

Set the period

If you click the date box, the calendar will display. Click the date you want to set.
Set the start and end date of the period for which you want to view the report.

 

Set the site

Click the site for which you want to see the report from the pull down.

 

Set the agent

Click the agent for which you want to see the report from the pull down.

Set the category

Click the category (you can add categories in Category) for which you want to see the report from the pull down.

Explanation of report details 

Each item can be viewed through a graph for the specified period.

General

■Page view： number of page view. ■Unique user: number of visitors who accessed the website. ■New user: number of people who visited the site for the first time. ■Time spent ：average time spent on the website. 　

Chat

■Number of chats：total number of chats (counted as 1 if started and finished). ■Number of chats visited: number of chats started by the visitor. ■Number of chats supported：number of chats started by the agent. ■The number of visitor's remarks：number of visitor's remarks. ■Number of agent's remarks：number of agent's remarks. ■Number of achievements：number of goal achieved. ■Satisfaction：Rate of [Good] reviews after chatting. ■Number of chats abandoned：number of chats left by the visitor because there was no reply from the agent. ■Average abandonement time：average time from starting a chat to abandoning the chat. ■Average time of the first reply：average time from starting a chat to the first response by the agent. ■Average time of the chat：average time from starting a chat to finishing a chat.

Ticket

■Number of tickets：number of new tickets. ■Number of resolutions: number of ticketd resolved. ■Time of the first reply：average time of replying to a ticket. ■Time of resolution：average time to solve a ticket ■Satisfaction: rate of [Good] reviews in the feedback after the resolution of the ticket.

Lead

■Number of leads：number of leads registered.

Chatbot analysis

By clicking [Chatbot] at the bottom of the screen, you can see the page of chatbot analysis.

Search for a chatbot analysis

You can search for a chatbot analysis by period, site, agent or category.

 

Set the period

If you click the date box, the calendar will display. Click the date you want to set.
Set the start and end date of the period for which you want to view the report.

 

Set the site

Click the site for which you want to see the report from the pull down.

Download data

You can download report data in PDF or CSV.

Download PDF

Click [Download PDF] at the bottom of the screen to get the report data in PDF format. 

Export CSV

Click [Export CSV] at the bottom of the screen to get the report in CSV format.