Understanding Conversation Information in SalesIQ
Conversation Info
The conversation Information provides detailed insights about a chat session, including when the chat started, who handled it, and response metrics.
Basic Details
Thread ID
A unique identifier assigned to each chat session. This ID helps track and reference a specific thread in the conversation.
Initiated At
The date and time when the conversation started. This indicates when the visitor first initiated the chat.
Brand
The brand under which the chat was initiated. Helpful for organisations managing multiple brands.
Department
The department to which the chat was routed. This shows which team handled the conversation.
Operator Information
First Agent Attender
The first operator who accepted the chat.
Last Agent Attender
The last operator who handled the chat before it ended.
Note: If both are the same, the conversation was handled by a single operator.
First Agent Attended After
The time taken for the first operator to accept the chat after it was initiated. This indicates how quickly an operator picked up the chat.
First Agent Attended Time
The exact time when the first operator accepted the chat.
Bot Information
These fields appear only when a chatbot is involved.
Bot Picked After
Time taken for the bot to pick up the chat after initiation.
Bot Attended Time
The time when the bot started handling the chat.
Bot Duration
Total time the bot handled the conversation.
Bot Transfer Time
The time when the bot transferred the chat to an operator.
Note: If no bot handled the chat, these fields will show "-".
Queue Information
These fields appear when chats enter a queue before being assigned to an operator.
Queue In Time
The time when the chat entered the queue.
Queue Out Time
The time when the chat left the queue.
Queue Duration
Total time the chat waited in the queue.
Note: If the chat was assigned immediately, these fields will show "-".
Missed Chat Information
Missed Time
The time when the chat was marked as missed.
Missed Reason
Reason why the chat was missed.
Note: If the chat was attended successfully, these fields will show "-".
Response Metrics
Conversation Duration
Total time from chat initiation until the chat ended. This indicates how long the conversation lasted.
First Response Time
First Response Time is the time taken by the operator to send the first reply after accepting the chat.
It measures how quickly the operator responds once the chat is assigned.
Formula
First Response Time = First Operator Reply Time − Chat Assigned Time
This metric helps measure operator responsiveness after the operator picks up the chat.
Example:
Chat accepted at 03:05:00 AM
First reply sent at 03:05:10 AM
First Response Time = 10 seconds
Average Response Time (ART) Calculation
Chat Average Response Time (ART) is the time difference between the visitor’s first message and the operator’s first reply.
The ART is calculated by averaging all individual response times across chats handled by human operators.
How is ART calculated?
Calculation starts from the visitor’s first message to the operator’s first reply.
Metrics Considered
- Only human operators are considered.
- Only manually sent operator messages are included.
Examples:
- Manual typing
- Canned responses
- If a chat is transferred, response time is calculated from the time the transfer is accepted.
- If a message is edited, the original message time is used.
Excluded from ART Calculation
The following are not included in the ART calculation:
- Bot replies
- Automated or welcome messages
- System-generated messages
- Whisper/Assist messages
- Deleted messages
- Call-only interactions (no messages exchanged)
Example Calculation
Response | Visitor Message Time | Operator Reply Time | Response Time (secs) |
1 | 4:48:20 | 4:48:40 | 20 |
2 | 4:49:19 | 4:51:41 | 142 |
3 | 4:51:58 | 4:57:08 | 310 |
4 | 4:57:30 | 4:58:04 | 34 |
5 | 4:58:48 | 4:59:50 | 62 |
Total Response Time: 568 seconds
Average Response Time (secs): 113.6 seconds
Average Response Time (mins): 1 min 53 sec
Average Response Time (secs): 113.6 seconds
Average Response Time (mins): 1 min 53 sec
Recent Email Sent On
The date and time of the last email sent to the visitor.
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