This series teaches you how to use GeckoChat as a fully functioning human-to-human live chat platform.
In this final article, part three of three, we learn to manage contacts and measure our success' using GeckoChat.
In a hurry? No problem. Below are the timestamps for each topic discussed in the video. Feel free to jump the topics you're less familiar with!
📇Contacts: (0:19 - 01:48)
📥 Exporting Data (0:45 - 0:51)
🤝 Contact Owners: (01:49 - 02:30)
🏷 Tags: (02:31 - 03:53)
📈 Stats: (03:58 - 06:22)
📊 Team Stats: (06:29 - 06:57)
To view performance metrics from your GeckoChat account, click Stats on the top nav-bar.
Before we look at the metrics available for us to analyse, let's first take stock of the filters we can apply:
GeckoChat gives you the ability to filter all stats by custom date ranges, whether or not a conversation has been assigned to an agent or team, whether a bot has participated, whether a conversation has had a particular tag used or whether the conversation has taken place on a certain channel. It is important to note that, for any filter to take effect, you must click the Apply button.
From here we have a range of graphs can use to get an understanding of the volume and usage of our account:
New conversations - the total number of unique conversations that have taken place over the specified time period.
Median response time - the median time taken to respond to any individual message.
Median conversation length - the median length of a conversation over this time period.
Conversations by channel - the total number of conversations that have taken place over your specified time period per unique channel. Gives a great overview of which channels are the most popular and allows you to adjust resource accordingly.
Conversation by channel type - the total number of conversations that have taken place by channel type. Useful as a top-level overview of the most popular modes of communication for your students.
More granular statistics on total numbers of messages sent, hours online and total conversations closed by teams and agents can be found by clicking the Teams sub-header, in the top-left of the Stats page.