Analytics overview report

This article will describe the table at the top of this report, the rest of the values visible in the graphs are described in the article describing Performance report.

 

Incoming messages - all emails fetched into LiveAgent, all offline tickets created via contact forms or offline chat buttons. Also, tickets created from Twitter and Facebook however for Twitter only mentions by other people are counted. Self-tweets which are fetched aren't counted as incoming messages. All other communication received in existing tickets.
Outgoing messages - replies on tickets, all emails, tweets, facebook posts posted from the application, new emails sent from the application and so on.


Incoming chats - this number increases when a chat is started by a customer and starts ringing in the application. It is increased even when no agent answers the chat before customer closes it. It is increased even when a customer accepts a proactive invitation. It increases also when a customer gets in the queue and closes the chat before getting to an agent.
Outgoing chats - increases when a ringing chat is accepted by an agent and when the agent starts chat manually with a visitor from chat overview section.
Notes: When a chat is started by a customer either by clicking chat button or a proactive invitation and an agent answers it then both Incoming and Outgoing chats is increased, outgoing chats won't increase in the future in such cases.


Incoming calls - All the calls initiated by a customer either via call widgets or phone numbers. The number increases also for calls which were dropped by a customer before the agent had a chance to answer. Tickets with voicemail or missed call aren't counted as Incoming calls. Rule of thumb is that every ringing call in the application increases Incoming calls.
Outgoing calls - All the calls initiated by an agent from the application, even when the customer doesn't answer. Contrary to chats Outgoing calls is not increased when a call is answered by an agent.


Total column simply displays the sum of the other columns in the given row.

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