Want to see chat panel Analytics?

How to Access Analytics in the Advanced Chat Panel

1. Login to the panel at https://kwikos.tellephant.com/ using your registered credentials.

2. From the dashboard, navigate to the left-hand menu and click on the “Chat” section.

3. Under the Chat section, select “Analytics” to access all performance insights

Agent Performance Overview

• Total Tickets: Number of tickets assigned to the agent (bot-assigned or manually).

• Total Customers: Unique customers the agent engaged with during the selected period.

• Agents Busy: Agents currently handling their maximum allowed tickets.

• Avg. Wait Time: Average time customers wait before receiving a response.

Ticket Analytics

• Total Agent Tickets: Total number of tickets assigned (reassignments count as separate tickets).

• Unique Tickets: Total number of distinct tickets (excluding reassigned duplicates).

• Transferred Tickets: Tickets reassigned to other agents while still open.

• Resolved Tickets: Tickets resolved by the agent.

Active Ticket Status

• Tickets in Queue: Tickets transferred to an agent but not yet assigned.

• Tickets Assigned: Tickets currently being handled.

• Follow-Up: Tickets flagged for follow-up by the agent.

• Waiting: Tickets on hold pending customer input.

Action Completion Metrics

• Tickets Resolved: Successfully resolved tickets without escalation.

• Closed Tickets: Tickets officially closed after resolution.

• Escalations: Tickets escalated to CRM for further assistance.

Key Performance Indicators (KPIs)

• Resolution Rate: % of tickets resolved without escalation.

• Escalation Rate: % of tickets escalated to CRM.

• Avg. Resolution Time: Time taken to resolve tickets after assignment.

• Avg. First Response Time: Time taken to respond to a ticket for the first time.

• Avg. Customer Messages per Ticket: Average messages sent by customers before resolution.

• Avg. Agent Messages per Ticket: Average agent replies per ticket.

• CSAT Score: Average customer satisfaction rating received.

Agent Status

• Total Agents: Total number of agent accounts.

• Agents Online: Currently active agents.

• Agents Offline: Inactive agents.

Graphical Insights

• Periodic Agent Performance: Visual comparison of First Response Time (FRT), Resolution Time (RT), and Wait Time.

• Agent Performance (Mean): Average tickets assigned/resolved, feedback breakdown (positive, neutral, negative), and CSAT/feedback %.

• Agent Attendance Data: Status, total online/break time, last login/offline time.

Hourly Metrics

• Ticket Count - Hourly: Tickets received per hour, including bot and agent response times.

• Chats Resolved per Hour: Hourly chart showing resolved vs. transferred tickets.

CSAT Performance

• CSAT Metrics: Star ratings, average score, % CSAT, and CSAT collection rate.

• CSAT Overview: Ticket ID, customer name, contact, rating, feedback comment (click VIEW to see details), agent name, and date.

• Export Option: CSAT data can be exported by selecting the desired date range.

Admin Analytics

Admins can access a comprehensive view from the Analytics section on the KwikEngage portal. This includes insights across agents, bots, tickets, and customer satisfaction.

Overview Metrics

• Total Tickets: Unique user-generated tickets.

• Number of Customers: Unique customers initiating tickets.

• Resolution Rate: % of tickets resolved without escalation to Freshdesk.

• Escalation Rate: % of tickets escalated to Freshdesk.

Active Ticket Status

• Bot Active: Tickets currently handled by the bot.

• Agent Active: Tickets currently handled by agents.

• In Queue: Tickets waiting for agent assignment.

• Follow-Up: Follow-up marked tickets.

• Waiting: Awaiting customer response.

Resolution Metrics

• Resolved Tickets: Tickets successfully resolved by bot or agent.

• Closed Tickets: Tickets closed after no further conversation.

• Escalations: Tickets escalated to Freshdesk for resolution.

Admin Performance Indicators

• BOT CSAT: Average satisfaction score for bot-handled tickets.

• Agent CSAT: Average satisfaction score for agent-handled tickets.

• BOT CSAT Collection %: % of CSAT collected for bot-only tickets.

• Agent CSAT Collection %: % of CSAT collected for agent-handled tickets.

• Customer FRT: Average first response time (bot/agent).

• Customer Resolution Time: Average time to resolve a ticket.

Visual Analytics

• Tickets by Day: Daily breakdown with color-coded indicators for total, resolved, closed, and customer counts.

• Resolutions by Day: Graph showing daily resolution, escalation, and resolution rates.

Chatbot Performance Analytics

Overview

• Total Tickets: Total tickets generated within the timeframe.

• Number of Customers: Unique users engaged with the bot.

• Bot Active: Tickets actively handled by the bot.

Ticket Flow

• Bot Resolved Tickets: Tickets resolved entirely by the bot.

• Agent Active: Tickets handed off to agents (intentional or fallback).

• Escalations: Tickets escalated to Freshdesk by the bot.

Chatbot KPIs

• Automation Rate: % of tickets resolved without agent intervention.

• Avg. Resolution Time: Time taken by the bot to resolve tickets.

• Escalation Rate: % of bot tickets escalated to Freshdesk.

• Avg. Customer Messages per Ticket: Customer messages before resolution or handoff.

• Avg. Bot Messages per Ticket: Bot messages before resolution or handoff.

• BOT CSAT: Average CSAT score received by the bot.

• Agent Handoff by Design: Intentional handovers to agents.

• Agent Handoff by Fallback: Handoffs due to bot limitations.

Reports

Admins can export detailed reports across four categories:

1. Ticket Report

2. Chatbot Report

3. Agent Report

4. CSAT Report

These reports can be downloaded for further analysis and documentation.