Conversation Stats and Reporting

by Dan Graap

Your conversation reporting dashboard has gotten a huge makeover. You can now see where on your site the most conversations are started, what time of day is most popular for chatting in, and much more!

Getting There

You can view the statistics for all of your conversations by navigating to the conversation view and clicking on the "Reports" button in the upper-right corner.
There are three tabs of information available on the Reports page - Conversation Volume, Team Performance, and Routing Rules.

Conversation Volume

These are metrics related to your conversations in general - when they're started, where they're started, and who they're routed to. The timeframe of this report can be changed to show for conversations from this week, last week, this month, last month, the last 30 days, or a custom range. There are also a set of advanced filters that can be applied, such as filtering by bot participation, widget status (online/offline), and which teammate responded to the conversation first.

In addition to the three Bot Participation filter options, there's another category of conversations that receive no response. This category will account for differences between the total number of new conversations and the sum from each of the 3 Bot Participation filters.

New Conversations

  • This chart shows how many new conversations were started each day over the selected timeframe. Hover your mouse over the line at each day to show exact numbers and the percentage difference between this day and the same day the previous cycle.

New Conversations By Time of Day

  • This heat map shows what times of the day are the most popular for new conversations. A darker color means more conversations are happening in that hour-long window. You can hover your mouse over the specific time block to see exact metrics.

Where are new conversations happening?

  • This lists the top 10 URLs site visitors are on when a conversation is started, from most frequent to least frequent. You can search your different URLs, as well as export a CSV with conversation counts from every URL a chat has been started from.

Who's responding to the most new conversations?

  • This lists the top 10 people on your team in order from most to less first responses to new conversations. You can export a CSV with a complete list and conversation counts for each team member.

Team Performance

These are metrics about your team's interaction with visitors - how long it takes them to respond to a chat and how long chats last.

We use median (the middle of a frequency distribution) and not mean (the sum of values divided by their number) in these metrics to avoid outliers skewing your results.

The timeframe of this report can be changed as well as whether the report includes all conversations, human only conversations, bot assisted ones, and bot only ones.

Median Response Time

  • This number indicates the median amount of time that passes in a newly opened conversation from a visitor's first unanswered message to a human response. If the visitor sends a message and the bot responds, then a human jumps in, the response time is still calculated from that first unanswered message. You can hover your mouse over individual days to see exact metrics.

Median Conversation Length

  • This metric indicates the median amount of time that passes from when a conversation is opened to when a member of your team closes it. You can hover your mouse over individual days to see exact metrics.

Team Conversation Performance

  • This lists the members of your team - you can sort the list by median response time, median conversation length, and number of new conversations, in increasing or decreasing order, by clicking each metric. You can also export a full list as a CSV.

Routing Rules

This tab delivers a full report on where your conversations are being routed. You can change the timeframe of the report in the highlighted box below.

When you first click on the routing rules tab, you'll see a quick overview table of the different routing methods and how many conversations have been routed via each type. 

  1. Lead routing rules are the custom rules you set in your Lead Routing tab. Clicking through will reveal a breakdown by routing rule. (Team/Company plans only) 
  2. Manually joined conversations are ones that initially had no participants that a team member joined.
  3. Direct Message routing occurs during ABM routing, site visitors chatting in via a team member's Drift profile, conversations started via live view, and conversations from outbound email greetings. Click through to see a breakdown by each method.
  4. Routing that occurs because a visitor reached a goal in a playbook. Clicking through will show a breakdown by playbook, and clicking a playbook name will show details by goal.
  5. Routing due to the Default Rule in your Lead Routing tab. (All plans)

To view the details of how many conversations were routed to each team member, simply click a rule name. To navigate back, click "Routing Type" above "Participants."

Want to update your routing rules? Click here!

Was this article helpful?