2. Accueil
  4. Eye-Intelligence Documentation (English)
  6. Chat – Customer service
  8. Report
  10. Understanding the Overview

Understanding the Overview

In the Overview section, you can see data such as:

  • The total number of conversations, with the number of unique users (meaning first-time users who have not used chat before)
  • The number of messages exchanged with the average number of messages per conversation
  • The average rating, and right underneath it, the number of 5-star ratings
  • The average duration for a conversation and the average delay between messages

Underneath this information, you can find pie charts that display:

  • The service rating
In this example, there is one 4-star rating and one 3-star rating.
  • The customers’ mood during the conversation
In this example, there is one sad, one neutral, and two happy clients.

You can hover over the sections of the pie chart to see the percentages, like this:

Under the pie charts, there are 2 more graphs:

  • Subjects: shows subject matter of the conversations:
The horizontal axis displays the subjects. The vertical axis displays the number of conversations with that subject matter.
Hovering over a bar can give you specific information about the number of customers contacting about a subject
  • Conversations: shows number of conversations using chat:
The horizontal axis is the date, and the vertical axis is the number of customers having a conversation on that date.
Hover over a bar to see more information about the date, number of conversations, and number of unique useres.
You can edit the number of values to display on the graph.
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