Overview of ChatSmart Data

Learn how to view ChatSmart data to improve the team’s customer service.

ChatSmart will automatically record the user's online or usage data, such as the number of broadcast messages or the number of unhandled enquiries. To view these data, simply go to the overview page, then select the channel or bot and click .

Choose channel to view the statistics Choose bot to view the statistics

Each set of data corresponds to different functions:

  1. User: The total number of existing usersChatSmart existing customers number (including customers that has not started a conversation)

  2. Unhandled enquiries: The number of customers waiting for a reply from assignees

  3. Active bots: The number of robots being started The number of bots that are running.

  4. Handover rate: Data converted between livechatand bot

  5. Click Through Rate: The percentage of read messages

  6. Broadcasts: The number of broadcast messages created

The time is also provided on the upper right on each of the data graphs so that you can easily check the data for each time interval. You can also download the graph for further analysis.

You can select a specific time slot in the upper right corner to view the data of that time period. You can also download the chart for further analysis. Each set of data corresponds to different functions:

  1. Total number of users: The total number of customers stored in ChatSmart (includes customers who have not started a conversation)

  2. Total users: The total number of ChatSmart user (including users who have not started a conversation)

  3. Most communicated hours: Daily online communication time

  4. Tags: Tags Usage rate

  5. Human Handover : The conversion rate between human handover and bot engagement

  6. CTR per Campaign: the click through percentage per campaign

View the team’s usage of ChatSmart