Operators
Main
Statistical data can now be viewed on the operator's work in the project.
Please note!
The correct calculation of statistical data on operator responses is from 02/06/2025 at 14:00 Moscow time.
You don't need to configure anything in the operators section, because the calculation is done automatically (only during your operator's business hours).
How to set up working hours was described in the article "Employees".
You can select the period in which you want to view the operators statistics.
Values
Let's take a closer look at the values:
Statistical data is calculated for the operator:
by day.
by the clock on a certain day.
Please note!
The hourly value is calculated according to the time zone of the project.
The line with a specific operator contains values in the seconds/answers/dialogs format.
NN dialogues is the total number of customer dialogues in which your operators responded to customers:
Any dialogue in which the operator responded to the customer's message is counted in the statistics.
a) The value by day.
b) Value by hour.
Attention!
Hourly values are calculated according to the working time set in the project ("Automation").
Accordingly, the hours are indicated by the time zone of the project.
NN responses — total responses (messages) that were sent to your clients by operators in NN dialogues:
a) by day.
b) by hour:
NN seconds is the average amount of time spent answering the dialogs.
a) by day.
b) by hour.
The average time value is calculated as follows: the response time spent by the operator for EACH response is taken into account and divided by the total number of responses (by day if the statistics are for the day, and by hour if the statistics are for the hour).
For example, the operator gave a response to the customer:
in the first dialog: one answer took 120 seconds; the second answer took 30 seconds;
in the first dialogue: 120 seconds were spent on one answer; 30 seconds on the second answer;
in the second dialogue: for one answer - 40 seconds; for the second answer - 60 seconds; for the third answer - 180 seconds.
Total: the operator gave 5 answers in two dialogues, the average time = 86 seconds = (120+30+40+60+180) / 5
The statistics will look like: 86 seconds/ 5 replies / 2 dialogues
The response time is the difference between the time when a message is received from the client and the time when the message is sent by the operator.
Statistics are updated when the message is sent by the operator without delay.
Last updated