1. Session records
Session records contain the chat history between customer service representatives and users. Administrators can view these records by navigating to Data > Session Records.
These records document services provided by human representatives. They include the service record ID, service duration, and a service summary from the representative. You can view the complete session record in the Details section. Batch downloads are also supported.
Field descriptions
(1) Service Record ID: Each service has a unique service record ID.
(2) Status: The status of the service summary completed by the representative for this service record.
(3) Category: The classification in the service summary. This item is manually selected by the representative.
(4) Service Duration: The total duration of this service session.
(5) Satisfaction: The satisfaction rating.
(6) Remarks: The specific content in the service summary. This item is manually entered by the representative.
(7) User ID: If the visitor's profile is accessed, you can obtain the user ID. The user will no longer be displayed as an anonymous user.
(8) Revisit within 24 hours: Indicates whether the user visited again within 24 hours.
(9) Location: The location of this session.
(10) Operations: Click Details to view the detailed session record.
2. Data reports
The multi-dimensional reporting feature helps administrators track service data, such as session metrics and representative performance. It provides detailed service trend statistics from different dimensions and shows specific service conditions for each day to support data-driven management. You can also export reports for local analysis.
Click Data > Reports to view the Overview, Online, Workbench, and Ticket reports. Reports are updated on a T+1 basis, which means data for a specific day is available on the next day. The statistical methods for data reports are as follows:
2.1 Overview - Total service volume
Total Service Volume: Total Service Volume = Online Service Volume.
Online: The service volume of online sessions.
Customer Service Log: A summary of operation records for all customer service representatives under the current tenant. It includes information such as date, representative ID, platform, and operation.
2.2 Online
Daily statistics for agent skill groups
Inflow Volume: The volume of sessions routed to the skill group. This includes transferred sessions, overflowed sessions, and sessions abandoned during queuing. It does not include sessions transferred or overflowed from the skill group.
Answered Volume: The volume of successfully connected sessions. For transferred sessions, the session is counted as one answered session regardless of the number of transfers. The session is attributed to the last skill group that provided the service.
Connection Rate: Answered Volume / Inflow Volume.
Direct Inflow Volume: The volume of sessions routed directly to the skill group. This includes sessions abandoned during queuing but excludes overflow and transferred sessions.
Direct Answered Volume: The volume of successfully connected sessions from the direct inflow.
Direct Connection Rate: Direct Answered Volume / Direct Inflow Volume.
Proactive Transfer-out Volume: The volume of sessions proactively transferred out by this skill group.
Proactive Transfer-out Rate: Proactive Transfer-out Volume / Answered Volume.
Evaluation Volume: The total volume of customer evaluations for this skill group.
Evaluation Rate: Evaluation Volume / Answered Volume.
Very Satisfied Volume: The total volume of "Very Satisfied" ratings for this skill group.
Very Satisfied Rate: Very Satisfied Volume / Evaluation Volume.
Satisfied Volume: The total volume of "Satisfied" ratings for this skill group.
Satisfaction Rate: Satisfied Volume / Evaluation Volume.
Neutral Volume: The total volume of "Neutral" ratings for this skill group.
General Satisfaction: The ratio of generally satisfied responses to the total number of responses.
Dissatisfied Volume: The total volume of "Dissatisfied" ratings for this skill group.
Dissatisfied Rate: Dissatisfied Volume / Evaluation Volume.
Very Dissatisfied Volume: The total volume of "Very Dissatisfied" ratings for this skill group.
Very Dissatisfied Rate: Very Dissatisfied Volume / Evaluation Volume.
Evaluation Invitation Volume: The volume of sessions where a representative in this skill group manually sent an evaluation invitation.
Evaluation Invitation Rate: Evaluation Invitation Volume / Answered Volume.
Connection Rate within 20 s: (Answered sessions where the time from visitor queuing to connection was 20 seconds or less) / Answered Volume.
Time-based statistics for agent skill groups
You can view time-based statistics for online agent skill groups. Click the three dots in the upper-right corner to export the data or view the chart in full screen.
Time Period: Statistics by time period.
Inflow Volume: The volume of inflow during this time period.
Answered Volume: The volume of successfully connected sessions during this time period.
Lost Call Volume: Lost Call Volume = Inflow Volume - Answered Volume.
Connection Rate: Connection Rate = Answered Volume / Inflow Volume.
Connection Rate within 20 s: (Answered sessions where the time from visitor queuing to connection was 20 seconds or less) / Answered Volume.
Daily statistics for customer service representatives
First Up Time: The representative's first up time.
Last Offline Time: The representative's last offline time.
Working Duration (Hours): The total time the representative was online, including time spent in bot-hosted mode.
Answered Volume: The volume of successfully connected sessions. For transferred sessions, each representative who handled the session receives credit for one answered session.
Transfer-out Volume: The volume of sessions proactively transferred out by the representative.
Average Session Duration (Seconds): Total duration of all sessions / Total number of sessions.
Hourly Session Volume: The average number of sessions served by the representative per hour.
Evaluation Volume: The total volume of customer evaluations.
Evaluation Rate: Evaluation Volume / Answered Volume.
Very Satisfied Volume: The volume of "Very Satisfied" ratings.
Very Satisfied Rate: Very Satisfied Volume / Evaluation Volume.
Satisfied Volume: The volume of "Satisfied" ratings.
Satisfaction Rate: Satisfied Volume / Evaluation Volume.
Fair Count: The number of fair user ratings.
Neutral Rate: Neutral Volume / Evaluation Volume.
Dissatisfied Volume: The volume of "Dissatisfied" ratings.
Dissatisfied Rate: Dissatisfied Volume / Evaluation Volume.
Very Dissatisfied Volume: The volume of "Very Dissatisfied" ratings.
Very Dissatisfied Rate: Very Dissatisfied Volume / Evaluation Volume.
Average First Response Time (Seconds): Sum of first response times for all sessions / Session volume.
Response Rate within 30 s: Number of responses within 30 seconds / Answered Volume.
Sessions Without a Revisit: The number of sessions where the user contacted support only once within 24 hours. First Contact Resolution Rate = Number of sessions without a revisit / Total sessions.
First Contact Resolution (FCR) Rate: (Number of users who contacted support only once within 24 hours) / (Total number of inquiries handled). For example, if a representative handles 5 sessions in one day, and the users from 2 of those sessions contact support again within 24 hours, the representative's FCR rate for that day is 3/5. This metric is displayed on a T+2 basis.
Evaluation Invitation Volume: The number of sessions where the representative manually sent an evaluation invitation.
Evaluation Invitation Rate: Evaluation Invitation Volume / Answered Volume.
Short Break/Busy/Rest/Meeting/Training/Meal/Restroom/Negotiation/Outbound Call/Custom Duration (Hours): The duration for which the representative's status was set to this value in the online workbench.
Average Reply Time (Seconds): The average time in seconds between a visitor's first message and the representative's first reply.
Work Hour Utilization Rate: (Duration spent handling visitor sessions) / (Total online duration).
2.3 Workbench
Top service record categories
This section ranks the usage of the lowest-level categories for service records that include a summary. You can export the data to an Excel file to view all usage data.
Service record category statistics
Creation Time: The date of the data.
Category Name: The full path name of the category node selected in the service summary.
Customer Incoming Calls: The number of times this category was selected in service summaries for incoming visitor calls on that day.
Manual Outbound Calls: The number of times this category was selected in service summaries for manual outbound calls made by representatives on that day.
System Outbound Calls: The number of times this category was selected in service summaries for system-initiated outbound calls on that day.
Online Services: The number of times this category was selected in service summaries for online services on that day.
Total: The total number of times this category was selected in service summaries for all services (Customer Incoming Calls + Manual Outbound Calls + System Outbound Calls + Online Services) on that day.
2.4 Tickets
Tickets - Representative ticket statistics
Representative Name: The name of the representative who generated the ticket.
Total Tickets: The number of tickets for the representative.
Resolved on Time: The number of tickets resolved within the specified time limit.
Resolved Overdue: The number of tickets resolved after the specified time limit.
Unresolved: The number of tickets not resolved within the specified time limit.
Unresolved Overdue: The number of tickets still unresolved after the specified time limit.
Tickets - Ticket type statistics
Ticket Type: The type of the generated ticket.
Total Tickets: The number of tickets for each ticket type.
Resolved on Time: The number of tickets for each type that were resolved within the specified time limit.
Resolved Overdue: The number of tickets for each type that were resolved after the specified time limit.
Unresolved: The number of tickets for each type that were not resolved within the specified time limit.
Unresolved Overdue: The number of tickets for each type that were still unresolved after the specified time limit.
Tickets - Ticket detail statistics
Representative Name:
The name of the representative who generated the ticket.
Ticket Type: The type of the generated ticket.
Ticket Node: The processing level for the ticket type, such as first-level, second-level, or third-level processing.
Total Tickets: The number of tickets for each ticket type, corresponding to each representative.
Resolved on Time: The number of tickets for each ticket type, corresponding to each representative, that were resolved within the specified time limit.
Resolved Overdue: The number of tickets for each ticket type, corresponding to each representative, that were resolved after the specified time limit.
Unresolved: The number of tickets for each ticket type, corresponding to each representative, that were not resolved within the specified time limit.
Unresolved Overdue: The number of tickets for each ticket type, corresponding to each representative, that were still unresolved after the specified time limit.
3. Monitoring
Administrators can use the monitoring feature to view real-time service data and obtain a global overview. Monitoring includes the following aspects:
Online representative monitoring: Real-time monitoring of online representatives.
Online skill group monitoring: Real-time monitoring of online skill groups.
3.1 Online monitoring
Real-time monitoring lets you view live data in the metric overview, skill group overview, skill group list, and online representative list.
You can also click the full screen button in the upper-right corner of the screen to enable full-screen monitoring.
Metric overview
Number of Users in Conversation: The number of users currently in a conversation.
Longest Wait Time: The longest time a customer waited between requesting a representative and connecting with one.
Average Satisfaction Rate: The ratio of sessions rated "Satisfied" or "Neutral" to the total number of sessions with a rating.
Relative Satisfaction Rate: The ratio of sessions rated "Satisfied" to the total number of sessions with a rating.
Average Session Duration: Total Session Duration / Session Volume.
Number of Online Representatives: The number of representatives with an "Online" status.
Number of Representatives on Break: The number of representatives with a "Break" status.
Number of Offline Representatives: The number of representatives with an "Offline" status.
Current Queue Volume: The number of customers who have requested a representative but have not yet been connected.
Total Connections: The total volume of successfully connected sessions.
Connection Rate: Volume of successful connections / Inflow Volume.
Transfer Volume: The number of transfer operations.
Transfer Rate: Number of transfer operations / Total Connections.
Queue Abandonment Volume: The volume of sessions abandoned during queuing.
Queue Abandonment Rate: Volume of sessions abandoned during queuing / Inflow Volume.
Agent Transfer Failure Volume: The volume of transfers to a representative that failed because the representative was busy or it was outside of working hours.
Skill group list
This section displays the real-time monitoring status of each skill group.
Online representative list
You can search for a customer service representative to view their current service status in real time.
Name: The representative's name.
ID: The representative's ID.
Station Number: The physical location selected at logon.
Current Status: The representative's current status.
Current Status Duration: The duration of the current status.
Number of Users in Conversation: The number of users currently in a conversation.
Number of Manually Accepted Users: The number of users manually accepted by the representative.
Reception Limit: The maximum number of users a representative can serve simultaneously.
Cumulative Answered Volume: The cumulative number of users served today.
Proactive Transfer Volume: The volume of sessions proactively transferred to other representatives.
Timeout Transfer Volume: The number of sessions automatically transferred to other representatives due to a response timeout.
Average Satisfaction Rate: The ratio of sessions rated "Satisfied" or "Neutral" to the total number of sessions with a rating.
Relative Satisfaction Rate: The ratio of sessions rated "Satisfied" to the total number of sessions with a rating.
Average Session Duration: Total Session Duration / Answered Volume.
Offline Time: The time of the most recent logoff.
Offline Duration: The total duration of the offline status.
Today's First Up Time: The time of the first logon today.
Cumulative Up Time: The total duration of the online status.
Offline Remarks: The content of the offline remarks.
3.2 Online representative monitoring
You can monitor online representatives in real time. To view the data, navigate to Data > Monitoring > Online Representative Monitoring and select the corresponding skill group in the navigation tree.
Name: The representative's name.
ID: The representative's ID.
Station Number: The physical location selected at logon.
Current Status: The representative's current status.
Current Status Duration: The duration of the current status.
Number of Users in Conversation: The number of users currently in a conversation.
Number of Manually Accepted Users: The number of users manually accepted by the representative.
Reception Limit: The maximum number of users a representative can serve simultaneously.
Cumulative Answered Volume: The cumulative number of users served today.
Proactive Transfer Volume: The volume of sessions proactively transferred to other representatives.
Timeout Transfer Volume: The number of sessions automatically transferred to other representatives due to a response timeout.
Average Satisfaction Rate: The ratio of sessions rated "Satisfied" or "Neutral" to the total number of sessions with a rating.
Relative Satisfaction Rate: The ratio of sessions rated "Satisfied" to the total number of sessions with a rating.
Average Session Duration: Total Session Duration / Answered Volume.
Offline Time: The time of the most recent logoff.
Offline Duration: The total duration of the offline status.
Today's First Up Time: The time of the first logon today.
Cumulative Up Time: The total duration of the online status.
Offline Remarks: The content of the offline remarks.
3.3 Online skill group monitoring
You can monitor online skill groups in real time. To view the data, navigate to Data > Monitoring > Online Skill Group Monitoring.
Skill Group: The skill group name.
Number of Users in Conversation: The number of users currently in a conversation.
Longest Request Wait Time: The longest time a customer waited between requesting a representative and connecting with one.
Average Satisfaction Rate: The ratio of sessions rated "Satisfied" or "Neutral" to the total number of sessions with a rating.
Relative Satisfaction Rate: The ratio of sessions rated "Satisfied" to the total number of sessions with a rating.
Average Session Duration: Total Session Duration / Session Volume.
Number of Online Representatives: The number of representatives with an "Online" status.
Number of Representatives on Break: The number of representatives with a "Break" status.
Number of Offline Representatives: The number of representatives with an "Offline" status.
Current Queue Volume: The number of customers who have requested a representative but have not yet been connected.
Total Connections: The total volume of successfully connected sessions.
Connection Rate: Volume of successful connections / Inflow Volume.
Transfer Volume: The number of transfer operations.
Transfer Rate: Number of transfer operations / Total Connections.
Queue Abandonment Volume: The volume of sessions abandoned during queuing.
Queue Abandonment Rate: Volume of sessions abandoned during queuing / Inflow Volume.
Agent Transfer Failure Volume: The volume of transfers to a representative that failed because the representative was busy or it was outside of working hours.