10 Analytics Description

This Analytics Description document will explain the definition and data used for each analytics in Qiscus Omnichannel Chat. Analytics in Qiscus Omnichannel Chat is divided into three categories, Admin Analytics, Supervisor Analytics, and Agent Analytics.

1. Admin Analytics is analytics that admins can access. The analytics can access data for all channels and performance data for all agents. There are several dashboards in Admin Analytics, including General, Chats, Agent Performance, Whatsapp, and Others;
2. Supervisor Analytics is analytics that supervisors can access. The data is only based on the channel handled by the supervisor and can only access performance data for agent within the channel. Dashboards in Supervisor Analytics including General, Chats, Agent Performance, Whatsapp, and Others;
3. Agent Analytics is analytics that agents can access. Admins and supervisors can also access these analytics through the “Analytics on each agent” menu. Dashboards in Agent Analytics including Performance, Chats, and Others;