Live Assistant Analytics

This section of the user guide is focused on live assistant analytics. To help you navigate the article we have broken it down into the following sections:

What are analytics?

The Analytics dashboard allows you to monitor the performance of live assistant in real time via graphs and other high-level statistics that provide an overview of live assistant usage and missed  live conversations. 

Who has access to Live Assistant Analytics?

The Live Assistant Analytics page is available to individuals with the following permissions: 

For more information on user permissions, review the User Roles & Permissions article.

How do I view the Analytics page?

Under the Live Assistant section, select Analytics. There are two analytic pages, Dashboard and Missed Chats. 

Dashboard

Note: The number of live conversation transcripts may not match the analytics because queue-only conversations are not included in analytics, but transcripts are created to document those conversations. Queue-only conversations are conversations that take place before the live agent and live conversation participant interact.

The Dashboard allows for monitoring of the live assistant in real-time via graphs and other high-level statistics that provide an overview of live assistant usage.

Administrative-level users can sort Dashboard analytics by office and agent by selecting the filter button. There is also a toggle if these users want to include testing interactions in analytics.

The following charts/data points are available on the Dashboard tab to help review Live Assistant statistics:

• Live Conversations (All-time)
• Live Conversations per day
• Live Conversations By Hour
• Live Conversations Day
• Avg. Wait Time
• Avg. Chat Session Length
• Avg. Response Time
• Live Conversations Per Agent
• Avg. Interactions Per Conversation
• Missed Live Conversations 
• Avg. Agents Online By Hour
• Avg. Agents Online By Day

Live Conversations (All-time)

This number is the total amount of live conversations since your institution launched live assistant.

Live Conversations per day

Graphical representation of the number of live conversations on a given day. This graph will change based on your filter options. 

Live Conversations By Hour

Graphical representation of the average number of live conversations by the hour. This graph will change based on your filter options.

Live Conversations By Day

Graphical representation of the average number of live conversations by day of the week. This graph will change based on your filter options. 

Avg. Wait Time

Amount of time after the student has requested to speak with a live agent until someone takes the conversation and engages with the live conversation participant. This number will change based on your filter options. 

Avg. Chat Session Length

The average amount of time spent with the live conversation participant. This number will change based on your filter options. 

Avg. Response Time

The average amount of time to respond to a live conversation participant's question within a live conversation. This number will change based on your filter options. 

Live Conversations Per Agent

Graphical representation of the total number of live conversations handled by individual live agents. This graph will change based on your filter options. 

Avg. Interactions Per Conversation

The average number of individual interactions exchanged between a live conversation participant and a live agent during a live conversation. This number will change based on your filter options. 

Missed Live Conversations 

Percentage of total conversations in the filtered date range by filtered office that were missed. See below for missed live conversations criteria. This percentage will change based on your filter options.

Avg. Agents Online By Hour

Graphical representation of the average number of agents online by hour. This graph will change based on your filter options.

Avg. Agents Online By Day

Graphic representation of the average number of agents online by day. This graph will change based on your filter options. 

Missed Live Conversations

Missed live conversations are counted based on the following criteria:

• If a live conversation participant requests live conversation and then leaves before connecting with a live agent 

• A live agent logs off before engaging with a live conversation participant that was waiting in the queue, and no other live agents are online 

• A live conversation participant requests live conversation and then decides to leave a message before connecting with a live agent. 

Note: A missed conversation will be recorded for each live agent online when a conversation was missed.

The Missed Live Conversations page shows the following analytics. All analytics are responsive to the date range indicated using the filter:

• Missed Live Conversations Per Day
• Total Missed Live Conversations
• Average Per Day
• Average Per Agent
• Missed Live Conversations By Hour
• Missed Live Conversations By Day
• Missed Live Conversations By Agent

Missed Live Conversations Per Day/Week/Month

Graphical representation of the total number of missed live conversations in a day/week/month. This graph will change based on the size of your filtered date range.

Total Missed Live Conversations

Numerical representation of the total number of missed live conversations in the filtered date range. 

Average Per Day/Week/Month

Numerical representation of the average number of missed live conversations in a day/week/month. This title will change based on the size of your filtered date range.

Average Per Agent

Numerical representation of the average number of missed live conversations by live agents. This is not the average for any specific live agent but rather the average number of missed live conversations for all live agents. This number will change based on your filtered date range.

Missed Live Conversations By Hour

Graphical representation of the total number of missed live conversations by hour on any given day within the filtered date range.

Missed Live Conversations By Day

Graphical representation of the total number of missed live conversations by day of the week. This graph will change based on the filtered date range.

Missed Live Conversations By Agent

Numerical representation of the total number of missed live conversations by live agent. These numbers will change based on your filtered date range.