Read chat and social analytics

See chat volume, response and resolution times, bot containment, CSAT and agent performance, and how your social posts perform.

For: Supervisors and managers

Steps

Open MetriChat → Chat analytics. Choose the last 7, 30 or 90 days and, if you like, one channel.
The top row compares each figure with the period before: conversations, median first response, median resolution, bot containment and CSAT.
Conversations by channel and Daily conversations show where chats come from and how many the bot handled alone.
Agent performance lists each agent's chats, response and resolution times, CSAT and chats turned into cases or leads. Select Export CSV to share it.
For social media, open Social → Analytics: views, engagement rate, follower growth, top posts and sentiment. Select Analyse with AI for a short summary of what is working.

Agents see figures for their own chats; supervisors for their teams.
Post numbers are read about an hour after publishing and refreshed hourly for 30 days.

Still need help? Contact support