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Statistics and Insights: How can I track my agent’s efficiency and volume of chats I am receiving?

Releans provides you with a whole section to further analyze your chats, your agents’ efficiency and time span of each conversation, as following:

  1. Chats by Channel: which of the channels connected to your account has the most volume of customers.
  2. Chats: How many new chats and how many solved chats do you have on your account.
  3. Total sent/ received messages by channel: this chart shows you which channel has the most chats.
  4. Response time: this shows you the average first time reply and average conversation duration.