Learn about the data you can find in the Tidio.com analytics dashboard. Discover how your business can benefit from understanding metrics.
Surgical studies
You can access your project’s analytics section from the main menu on the left:
The purpose of the analytics section is to help you evaluate how well your business is doing in managing customer communications. By looking at Tidio.com’s analytics section, you’ll learn about the following:
- How to analyze customer conversations.
- How to improve employee performance.
- How to understand conversation patterns.
- How to optimize response times.
- How to assess customer satisfaction.
And more.
Improve and organize your work by knowing how each of your employees performs, how to schedule their shifts, and understand the patterns behind the conversations that are rated positively or negatively.
Calls
At Tidio, we define a conversation as an exchange of messages between visitors and employees.
The conversation begins with a new message, and it can end in two ways:
The data on the conversations in the Analytics section will be updated when an employee clicks the End Conversation button or when 3 hours have passed since the last human message.
Call metrics
The Conversations tab in the analytics section allows you to review aggregate data about the conversations your business has had with its customers. You’ll see seven metrics there:
All calls
Total number of conversations you had. Sum of conversations initiated by visitors and employees
.
Missed calls
Calls initiated by visitors and not answered by an employee within 3 hours. If the employee answers after 3 hours, their message will be counted as a new call.
Calls handled
Calls answered by an employee or initiated by employees.
Incoming calls by hour
This graph lets you see how many visitors started conversations at specific times. You can use it as a basis for preparing your employees’ schedules.
Calls
Number of calls per day. You can select the graph filter to see data on a daily/monthly basis.
First response time
First Response Time defines the time visitors waited for an employee to first respond. This metric only counts calls that visitors initiate. In the First Response Time graph, you’ll see the average first response time and the percentage of calls with a first response within the preset time.
Duration of the call
You can see your call duration statistics, broken down into different duration groups (such as 0-2 minutes, 2-5 minutes, etc.), as well as the overall average.
Satisfaction assessment
The overall average rating and graph over a selected time period.
With the View Graded Calls option, you can review details of all graded calls to find the strengths and weaknesses of your employee’s performance.
Workers
Performance
The employee view allows you to evaluate employee performance by looking at the metrics provided. A separate tab is available for live chat and ticket metrics.
Number of calls handled
Calls (or tickets) that received a response from an employee or were initiated by the employee.
% of all calls handled
Percentage of all calls handled in a project by a specific employee.
First response time
How long visitors waited for the employee’s first response.
Satisfaction assessment
The average rating given by users via live chat or tickets.
Online hours
You can also see the exact times each employee was online, and how many calls they handled during that time.
Leads
The Leads tab allows you to see how many leads were collected by your employees or Tidio.com automation in a selected time range.
Sales
The Sales tab allows you to see how Tidio.com is helping you with sales, what your average order value is, and which employees or streams are generating the most sales.
Assisted Sales
Total sales revenue from all orders created with Tidio (made by employees and streams).
AOV
Average order value from sales provided by Tidio (which were by employees and streams).
Orders
Total number of orders delivered by Tidio.
Employee-assisted sales
Displays the employee’s name and the number of calls that led to sales.
Sales are attributed to the employee if they are made within seven days of the auditor speaking with the employee. If the purchase is made after seven days, it will not be considered a sale.
Sales with assistance from streams
Shows the stream name, how many coupon codes were sent/used by the streams, how many sales occurred afterwards, and what the average order value was. These sales are only counted when the Shopify coupon code action was taken within the streams.
Tickets
The Tickets tab shows you the number of tickets received in the selected time range, the average number of tickets in that time range, the average first response time, and the customer satisfaction rate.
All tickets
Total number of tickets in a specific time range.
Tickets
The average number of tickets in a certain time range.
First response time
The average time it takes employees to respond to the first message in a ticket (within a certain time range).
Solution time
This metric shows how long it typically takes your team to resolve a ticket.
Satisfaction rate
Average rating and rating graph (for the selected time period). Additionally, there is an option to see all rated tickets in a list, sorted by rating.
