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Statistics Module

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Table of Contents



Introduction

The Statistics Module of Webim offers broad functionality for advanced processing of usage stats and agent workload which is useful for analysis and optimization.

Интерфейс модуля отображается на странице Статистика. Чтобы открыть эту страницу, выполните любое из следующих действий:

  • выберите ссылку Статистика на главной странице административного интерфейса (Личного кабинета);
  • выберите пиктограмму Статистика в панели инструментов на любой странице административного интерфейса:

    Webim Chat Statistics

  • откройте ссылку Посмотреть статистику на сайте в ежедневной сводке, рассылаемой сервисом Вебим по электронной почте.

Модуль статистики доступен не на всех тарифах. Набор доступных аналитических инструментов в модуле также зависит от выбранного тарифа и тарифных опций. Свежую информацию о тарифах читайте на странице о ценах и тарифах.

Наверху страницы модуля располагается блок фильтров, в котором выбирается изучаемый период и накладываются дополнительные фильтры для сужения выборки статистических данных.

Модуль представляет информацию в двух разделах, в которых одни и те же статистические данные представлены в разных формах отображения:


Filters

В этом блоке выбирается, какая часть из накопленных статистических данных будет представлена в виде таблиц и графиков.

Обязательным является выбор отчётного периода. Вы можете ввести диапазон дат вручную в поле Период в формате DD.MM.YYYY - DD.MM.YYYY или сделать щелчок кнопкой мыши в этом поле и либо выбрать один из общеупотребительных периодов (Вчера, Последние 7 дней, Этот месяц, Прошлый месяц и т. п.), либо указать диапазон дат с помощью визуального календаря.

При желании можно дополнительно сузить статистическую выборку, наложив на данные дополнительные фильтры. Нажмите на ссылку Дополнительные фильтры и наложите один или несколько фильтров из следующего набора:

  • Язык: выберите один из языков (RU, EN, UA, HE, TR), чтобы отобрать только диалоги, проводившиеся на этом языке, или оставьте «все языки«;
  • Отдел: выберите один из отделов, чтобы отобрать только диалоги, проводившиеся операторами данного отдела, или оставьте «все отделы«;
  • Категория: выберите одну из категорий, чтобы отобрать только диалоги, отнесённые к этой категории, или оставьте «все категории«.

Вернуться наверх



Tables/Reports

В этом разделе статистические данные отображаются в виде таблиц-отчётов.
Вверху раздела отображается блок с кликабельными названиями всех доступных отчётов:


Webim Chat Statistics


Последняя кнопка в блоке Webim Chat Statistics позволяет загрузить все отчёты-таблицы в формате Microsoft Excel. Чтобы загрузить отчёты в формате Excel:

  1. Нажмите кнопку Webim Chat Statistics.
  2. Сервис Вебим подготовит отчётность и предложит сохранить её. Откроется окно Сохранить как…, предлагающее сохранить файл companyID_stats_DD.MM.YYYY-DD.MM.YYYY.xlsx на локальном диске.
  3. Выберите директорию и нажмите Сохранить.
  4. Откройте полученный файл в программе Microsoft Excel.
  5. Статистические данные будут предоставлены, каждый отчёт в своей вкладке, например:

    Webim Chat Statistics



Table/Report «Statistics by Category»

Отчёт по категориям показывает суммарное (за выбранный период) количество диалогов, отнесённых к каждой из зарегистрированных в сервисе Вебим категорий (если они доступны на тарифном плане и задействованы).

Ниже приведены названия полей и их краткие описания:

TITLE DESCRIPTION
Category The name of a category (for instance, «Computer hardware«) or text «Without category«, and at the bottom of this list: «Total«. You can create and edit categories in Settings.
Requests How often your visitors chatted with operators who later added this chat to a given category, during the selected time period, independent of chat results.
% of all requests How often your visitors chatted with operators who later added this chat to a given category, during the selected time period, percentage of a total number of chat requests.

Информация из этого отчёта иллюстрируется на «by categories» chart.



Table/Report «Statistics by Department»

Отчёт по отделам показывает суммарное (за выбранный период) количество начатых/завершённых диалогов, осуществлённых операторами одного из зарегистрированных в сервисе Webim отделов (или диалогов без указания отдела).

Эта таблица-отчёт состоит из двух подразделов: Онлайн и Оффлайн. Первый включает данные по диалогам, которые происходили онлайн с операторами. Второй раздел включает данные по оффлайн-обращениям.

Below you will find the precise descriptions of the fields:

TITLE DESCRIPTION
Department The name of a department (for example, «Technical support«) or the text: «Without department«.
Requests How often your visitors wanted to chat with operators from the selected department aggregated with chats forwarded to this department, independent of chat results.
Chats Finished How many chats are completely finished at this department, i. e. closed by a visitor and by an operator from this department.

Информация из этого отчёта иллюстрируется на «Chart of system usage by departments (online)».



Table/Report «Usage Statistics by Date»

Таблица «Usage Statistics by Date» содержит подробную информацию об использовании сервиса Webim, агрегированную посуточно.

Эта таблица-отчёт состоит из двух подразделов: Online и Offline. Первый включает данные по диалогам, которые происходили онлайн с операторами. Второй раздел включает данные по оффлайн-обращениям.

Типы полей сильно отличаются в этих двух подразделах.

 

Online

Ниже приведены названия полей и их краткие описания:

TITLE DESCRIPTION
Date The date when a chat was started. Data in this row is presented according to this date. Date format depends on the language of admin interface (see Settings). For example, if you choose English, the format is MM/DD/YYYY. If you choose Russian, the format is DD.MM.YYYY.
Contacts How often your visitors wanted to chat with operators, during the specified day, independent of chat results.
Requests for the first time How many requests came from new visitors (those with a new visitor ID). You can see this ID on the right side of the page Workspace). Webim stores IDs in its database and is able to distinguish new and old visitors by using cookies.
Messages from operators How many messages are sent by all operators during a day.
Messages from visitors How many messages are sent by all visitors during a day.
Total average waiting time If the option Automatic chat distribution is on: average waiting time in a general queue.

If the option Automatic chat distribution is off (by default): average waiting time for all operators, from the moment a visitor sent a request till the moment an operator joined this chat. Both successful chats and missed requests are counted (in the latter case, till the moment a request was closed on timeout).

Average wating time in a queue of an operator If the option Automatic chat distribution is on: average time a visitor waits for the answer in a personal operator’s queue. This data does not count waiting time in a general queue (it is available as Total average waiting time).

If the option Automatic chat distribution is off (by default): value is not defined.

Average waiting time for missed chats Average waiting time for chats missed by all operators, from the moment a visitor sent a request till the moment this chat was closed.
Chats How many chats (requests actively answered by operators) between visitors and operators took place during a specified day.
Missed How many requests from visitors were left unanswered although at least one operator was online.
Bounce rate How many requests from visitors were cancelled by their will before Cancellation Time Limit.
Rejected invitations How many invitations were issued by operators and rejected/ignored by visitors.

 

Offline

Below you will find the precise descriptions of the fields:

TITLE DESCRIPTION
Date The date when an offline request was issued. Data in this row is presented according to this date. Date format depends on the language of admin interface (see Settings). For example, if you choose English, the format is MM/DD/YYYY. If you choose Russian, the format is DD.MM.YYYY.
Offline requests put to a general queue How many offline requests were put into a general queue. Any offline request is first put into a general queue, and then assigned to a particular operator.
Offline requests assigned to operators If the option Automatic chat distribution is on: how many offline requests got from a general queue and successfully assigned to a particular operator.

If the option Automatic chat distribution is off (by default): value is not defined.

Processed offline requests How many offline requests were processed by all operators in total during the specified day.

An operator can just click the Close button with a red cross in the chat window, even if no reply is sent to a visitor, when it is not necessary. A request will be considered processed (closed) anyway.

Requests can be closed by the date other than the date of issue. This column shows the chat status by the end of the specified day.

Messages from operators How many messages were sent by all operators in response to offline requests.
Average waiting time for a general queue Average time an offline request spent in a general queue (waiting time in a personal operator’s queue is not counted). This parameter is valuable whether the Automatic chat distribution option is on or off.
Average waiting time for an operator’s queue If the option Automatic chat distribution is on: average time an offline request spent in a personal operator’s queue (waiting time in a general queue is not counted).

If the option Automatic chat distribution is off (by default): value is not defined.

Average time of getting a reply to an offline request Average time from the moment a visitor sent an offline request till the moment an operator answered, whether the Automatic chat distribution option is on or off.

Информация из этого отчёта иллюстрируется на «Usage by Date» chart.



Table/Report «Hourly Usage Statistics»

Почасовой отчёт показывает усреднённое (за выбранный период) использование сервиса Webim в каждый час суток.

Эта таблица-отчёт состоит из двух подразделов: Online и Offline. Первый включает данные по диалогам, которые происходили онлайн с операторами. Второй раздел включает данные по оффлайн-обращениям.

Типы полей сильно отличаются в этих двух подразделах.

 

Online

Ниже приведены названия полей и их краткие описания:

TITLE DESCRIPTION
Time period A time slot in the format hh-HH where hh is an opening hour, HH is a closing hour.
Contacts How often your visitors wanted to chat with operators, during a specified time slot, independent of chat results.
Request for the first time How many requests came from new visitors (those with a new visitor ID). You can see this ID on the right side of the page Workspace). Webim stores IDs in its database and is able to distinguish new and old visitors by using cookies.
Messages from operators How many messages are sent by all operators during a specified time slot.
Messages from visitors How many messages are sent by all visitors during a specified time slot.
Average waiting time If the option Automatic chat distribution is on: average waiting time in a general queue.

If the option Automatic chat distribution is off (by default): average waiting time for all operators, from the moment a visitor sent a request till the moment an operator joined this chat. Both successful chats and missed requests are counted (in the latter case, till the moment a request was closed on timeout).

Average wating time in a queue of an operator Time from the moment of putting a request to a queue till the moment of actual answer of an operator.

If the option Automatic chat distribution is on: average time a visitor waits for the answer in a personal operator’s queue. This data does not count waiting time in a general queue (it is available as Total average waiting time). In order to count a chat in stats for a particular time slot, a period of waiting in a personal operator’s queue must start in this time slot.

If the option Automatic chat distribution is off (by default): just common waiting time.

Average wait time Average time from the moment a visitor sent a request till the moment he/she left with no answer, whether the Automatic chat distribution option is on or off. Chat is considered «missed» when a visitor closed his/her chat window and/or web page before he/she received any answer from operators, and this waiting period exceeded the Cancellation Time Limit (see Settings).
Chats How many chats (requests actively answered by operators) between visitors and operators took place during a specified time slot.
Missed How many requests from visitors were left unanswered although at least one operator was online.
Bounce rate How many requests from visitors were cancelled by their will before Cancellation Time Limit.
Rejected invitation How many invitations were issued by operators and rejected/ignored by visitors.

 

Offline

Ниже приведены названия полей и их краткие описания:

TITLE DESCRIPTION
Time period A time slot in the format hh-HH where hh is an opening hour, HH is a closing hour.
Offline requests put to a general queue How many offline requests were put into a general queue, during a time slot. Any offline request is first put into a general queue, and then assigned to a particular operator.
Offline requests assigned to operators If the option Automatic chat distribution is on: how many offline requests got from a general queue and successfully assigned to a particular operator, during a time slot.

If the option Automatic chat distribution is off (by default): value is not defined.

Closed offline How many offline requests were processed by all operators in total during a specified time slot. Single message is enough to answer and close an offline request. An operator can also click the Close button with a red cross in the chat window.
Messages from operators How many messages were sent by all operators in response to offline requests, during a time slot.
Average waiting time for a general queue Average time an offline request spent in a general queue (waiting time in a personal operator’s queue is not counted). In order to count a request in stats for a particular time slot, a period of waiting in a general queue must start in this time slot. This parameter is valuable whether the Automatic chat distribution option is on or off.
Average waiting time for an operator’s queue !!!???

If the option Automatic chat distribution is on: average time an offline request spent in a personal operator’s queue (waiting time in a general queue is not counted). In order to count a request in stats for a particular time slot, a period of waiting in an operator’s personal queue must start in this time slot.

If the option Automatic chat distribution is off (by default): just common waiting time.

Average time of getting a reply to an offline request Average time from the moment a visitor sent an offline request till the moment an operator answered, whether the Automatic chat distribution option is on or off. In order to count a request in stats for a particular time slot, this request must be registered during this time slot.

Информация из этого отчёта иллюстрируется на графике использования системы по часам.



Table/Report «Operators stats»

Отчёт по операторам показывает активность каждого оператора в каждые сутки из выбранного периода. Для каждых суток в таблице отчёта выделяется отдельная секция: в первой строке секции дата, в последующих информация об активных операторах.

Этот отчёт не строится для периодов длительнее 7 дней.

Ниже приведены названия полей и их краткие описания:

TITLE DESCRIPTION
Operator The name of an operator.
Chat Threads How many chats (requests actively answered by operators) between visitors and this operator took place during a specified day within a selected period.
Offline requests assigned to operators If the option Automatic chat distribution is on: how many offline requests got from a general queue and successfully assigned to a particular operator.

If the option Automatic chat distribution is off (by default): value is not defined.

Closed offline How many offline requests were processed (closed) by this operator, not necessary on the first day, but essentially during a specified time slot. Offline request may be closed even without answering. This parameter is valuable whether the Automatic chat distribution option is on or off. See technical documentation for the Statistics module to learn about how Webim considers a chat as closed.
Messages from operators (online+offline) How many messages were sent by this operator during a specified day of the selected period. Answers in online chats and offline requests are all counted.
Average message length (in characters) Average number of characters in messages of this operator in a specified day of the selected period.
Average operator rating Average value of ratings from all visitors for this operator during a specified day of the selected period (population mean). The number of those ratings is shown in brackets, as well as the detailed view for all ratings. Visitors rate operators from 1 (ugly) to 5 (excellent).

For example:

4,50 (Total rates: 4) (4=>2 pcs., 5=>2 pcs.)

Average waiting time for an operator’s queue Time from the moment of putting a request to a queue till the moment of actual answer of an operator.

If the option Automatic chat distribution is on: time spent in a personal operator’s queue exclusively (waiting time in a general queue is not counted).

If the option Automatic chat distribution is off (by default): just common waiting time.

Number of invited visitors How many unique visitors responded to chat invitations of this operator during a specified day.
Rejected invitations How many invitations were rejected/ignored by visitors.
Number of sales If the option Automatic chat distribution is off (by default): how many requests of visitors were left unanswered although this operator was online and some other operator transferred this chat to this operator.

If the option Automatic chat distribution is on: how many requests were assigned to this operator by Webim and left unanswered.

Transferred from department Use this parameter together with a department filter (see tech docs about filtering).

In a filter, select a department you need. Then this field will display the number of chats that were initially assigned to the selected department, and later were transferred to any other department, another operator, or language, during a specified day of the selected period.

NB: A chat is considered assigned to a department, only if a visitor has explicitly selected this department while starting the chat, or an operator has transferred it to this department, or a visitor has clicked a chat button binded to this department. However, if a chat is assigned to an operator, it does not make this chat assigned to a department, even if this operator belongs to this department.

Number of transferred to department Use this parameter together with a department filter (see tech docs about filtering).

In a filter, select a department you need. Then this field will display the number of chats that were assigned to the selected department during a specified day in the selected period.

NB: A chat is considered assigned to a department, only if a visitor has explicitly selected this department while starting the chat, or an operator has transferred it to this department, or a visitor has clicked a chat button binded to this department. However, if a chat is assigned to an operator, it does not make this chat assigned to a department, even if this operator belongs to this department.

Number of operator busy messages How often visitors were notified about temporary unavailability of this operator, during a specified day. This notification is issued, when Operator Response Timeout is exceeded. This timeout is specified in Settings.



Table/Report «Statistics by operator»

Суммарная статистика по операторам показывает численные показатели каждого оператора, агрегированные за выбранный период, позволяет оценить эффективность и качество его работы.

Ниже приведены названия полей и их краткие описания:

TITLE DESCRIPTION
Operator The name of an operator.
Chat Threads How many chats (requests actively answered by operators) between visitors and this operator took place during a selected period.
Offline requests assigned to operators If the option Automatic chat distribution is on: how many offline requests got from a general queue and successfully assigned to a particular operator.

If the option Automatic chat distribution is off (by default): value is not defined.

Closed offline How many offline requests were processed (closed) by this operator, not necessary on the first day, but essentially during a specified time slot. Offline request may be closed even without answering. This parameter is valuable whether the Automatic chat distribution option is on or off. See technical documentation for the Statistics module to learn about how Webim considers a chat as closed.
Messages How many messages were sent by this operator during a specified period of time. Answers in online chats and offline requests are all counted.
Average message length (in chars) Average number of characters in messages from this operator in the selected period of time.
Average operator rating Average value of ratings from all visitors for this operator during the selected period (population mean). The number of those ratings is shown in brackets, as well as the detailed view for all ratings.
Visitors rate operators from 1 (ugly) to 5 (excellent).

For example:

4,50 (Total rates: 4) (4=>2 pcs., 5=>2 pcs.)

Average waiting time for an operator’s queue Time from the moment of putting a request to a queue till the moment of actual answer of an operator.

If the option Automatic chat distribution is on: time spent in a personal operator’s queue exclusively (waiting time in a general queue is not counted).

If the option Automatic chat distribution is off (by default): just common waiting time.

Number of invited visitors How many unique visitors responded to chat invitations of this operator during the selected period of time.
Rejected invitation How many invitations were rejected/ignored by visitors.
Transferred from department Use this parameter together with a department filter (see tech docs about filtering).

In a filter, select a department you need. Then this field will display the number of chats that were initially assigned to the selected department, and later were transferred to any other department, another operator, or language.

NB: A chat is considered assigned to a department, only if a visitor has explicitly selected this department while starting the chat, or an operator has transferred it to this department, or a visitor has clicked a chat button binded to this department. However, if a chat is assigned to an operator, it does not make this chat assigned to a department, even if this operator belongs to this department.

Number of transferred to department Use this parameter together with a department filter (see tech docs about filtering).

In a filter, select a department you need. Then this field will display the number of chats that were assigned to the selected department.

NB: A chat is considered assigned to a department, only if a visitor has explicitly selected this department while starting the chat, or an operator has transferred it to this department, or a visitor has clicked a chat button binded to this department. However, if a chat is assigned to an operator, it does not make this chat assigned to a department, even if this operator belongs to this department.

Number of operator busy messages How often visitors were notified about temporary unavailability of this operator, during a specified day. This notification is issued, when Operator Response Timeout is exceeded. This timeout is specified in Settings.



Table/Report «Statistics by lost visitor»

Отчёт по пропущенным посетителям показывает, сколько обращений посетителей были пропущены каждым из операторов.

Пропущенным вызовом считается ситуация, когда в режиме отключенной функции автоназначения один оператор перевел чат на другого оператора, тот не успел отреагировать, и посетитель закрыл окно чата и/или страницу сайта, не дождавшись первого сообщения оператора, и время ожидания было длительнее, чем Тайм-аут отказа (см. в Общих настройках).

UPDATE:
A visitor request is considered missed when that visitor closed his chat window and/or web site page before he/she got an answer from an operator, and this waiting time exceeded the Cancellation Time Limit. This parameter is specified in Settings.

Ниже приведены названия полей и их краткие описания:

TITLE DESCRIPTION
Operator The name of an operator.
Missed How many requests from visitors were left unanswered during the selected period of time. Please consult online help for more information on what is considered as a missed request.
Average waiting time Average time spent by visitors considered as missed.



Table/Report «???»

Этот же отчёт известен как «Статистика по посетителям, получившим ответ от других операторов».

NB: Данный отчёт отсутствует в стандартной поставке Webim и не поддерживается в текущей версии. Пожалуйста, обратитесь в службу поддержки пользователей, если хотите воспользоваться отчётом «По перехваченным».



Table/Report «Stats by operators time»

Отчёт по использованию времени позволяет сделать выводы об эффективности траты времени каждым из операторов.

Ниже приведены названия полей и их краткие описания:

TITLE DESCRIPTION
Operator The name of an operator.
Online time Total time spent by this operator in the onine status, during the selected period.
Time spent in dialogs Time actually spent by this operator while communicating with visitors, during the selected period (not counting simultaneous chats).
Summary time spent in dialogs Summarized time spent by this operator in all chats, during the selected period (if he/she had some simultaneous chats, duration of all those chats is summarized here).
Average time spent in one dialog Average time spent by this operator in a chat with a visitor, during the selected period, in the format mm:ss.
Pre dinner Total time when this operator had status «Before Lunch«.
Dinner Total time when this operator had status «Lunch«.
Private break Total time when this operator had status «Private Break«.
Invisible Total time when this operator had status «Invisible«.



Table/Report «Statistic by region»

Данный отчёт показывает статистику обращений посетителей из различных географических регионов. С его помощью легко определить, где проживает большинство пользователей.

Определение региона происходит на основе системы геотаргетинга. Учитывайте, что для посетителей из-за границы РФ точность определения региона может быть ниже.

Регионы не «склеиваются»: «Россия» и «Russian Federation» будут представлены отдельно, и если один регион входит в другой, более крупный (скажем, город входит в область), такие регионы также будут просто на раздельных строках.

Ниже приведены названия полей и их краткие описания:

TITLE DESCRIPTION
Country Country (state) where visitor(s) is/are located (for example, «France»). «Without geo information» stands for visitors for which a country was not detected.
Region Geographic region where visitor(s) is/are located (for example, «Paris»).
Requests Total number of requests sent from this region, during the selected period.
Percent Percentage of a total number of all requests.

Информация из этого отчёта иллюстрируется на графике «по регионам».



Table/Report «??? Pages?»

Этот отчёт позволяет увидеть разбивку числа диалогов по страницам сайта, с которых они начинались.

NB: Данный отчёт отсутствует в стандартной поставке Webim и не поддерживается в текущей версии. Пожалуйста, обратитесь в службу поддержки пользователей, если хотите воспользоваться отчётом «По начальным страницам».

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