Unverified Commit 8a475c56 authored by Faria Masood's avatar Faria Masood Committed by gitbook-bot
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* [Connectivity Services](guides/administrator-guides/connectivity-services.md)
* [Omnichannel](guides/administrator-guides/omnichannel/README.md)
* [Current Chats](guides/administrator-guides/omnichannel/current-chats.md)
* [Analytics](guides/administrator-guides/omnichannel/analytics.md)
* [Real-time Monitoring](guides/administrator-guides/omnichannel/real-time-monitoring.md)
* [Managers](guides/administrator-guides/omnichannel/managers.md)
* [Agents](guides/administrator-guides/omnichannel/agents.md)
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---
description: >-
This feature allows you to view the chat flow (conversation) and your livechat
agents' performance (productivity) over a span of time that you choose.
---
# Analytics
To access **Analytics** settings:
Go to Analytics in the omnichannel panel settings, as shown below:
![](../../../.gitbook/assets/0%20%2810%29.png)
## To view conversation history:
1. Select Conversations from the drop-down.
![](../../../.gitbook/assets/1%20%2810%29.png)
2. Select your desired department.
![](../../../.gitbook/assets/2%20%2810%29.png)
3. Select your desired start date and end date.
![](../../../.gitbook/assets/3%20%2810%29.png)
### Details of conversation matrices:
![](../../../.gitbook/assets/4%20%2810%29.png)
**Total Conversations:** It represents the total number of conversations during the selected period of time.
**Open Conversations:** It represents the total number of open conversations for your selected department during the chosen period.
**Total Messages:** It represents the total number of messages received in all the conversations during a selected period.
**Busiest Day:** It shows the day during which you received the most chats for your selected time.
**Conversation Per Day:** It shows the average count of conversations you received per day.
**Busiest Time:** It shows the hour during which you received most chats for your selected period of time.
You can also see the **percentage of conversations**, an **average of chat duration**, and **total messages handled** by each one of your agents from your selected department, as shown below:
![](../../../.gitbook/assets/5%20%2810%29.png)
![](../../../.gitbook/assets/6%20%289%29.png)
## To view productivity history of your agents:
1. Select Productivity from the drop-down.
![](../../../.gitbook/assets/7%20%287%29.png)
2. Select your desired department.
![](../../../.gitbook/assets/8%20%286%29.png)
3. Select your desired start date and end date.
![](../../../.gitbook/assets/9%20%285%29.png)
### Details of productivity matrices:
![](../../../.gitbook/assets/10%20%284%29.png)
**Average of Response Time:** This matrix represents the average of your agent’s team’s responses to all the conversations that are automatically assigned to them during a selected time.
**Average of First Response Time:** This matrix represents the average of the team’s first response to all the chats they pick up.
**Average of Reaction Time:** This matrix represents the average of the team’s reaction to the assigned chats.
You can also see the **Average of First Response Time**, **Best First Response Time**, **Average of Response Time**, and **Average of Reaction Time** of each one of your agents from your selected department, as shown below:
![](../../../.gitbook/assets/11%20%284%29.png)
![](../../../.gitbook/assets/12%20%284%29.png)
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