How do I see chat stats and ratings?
Open Front desk. This week shows how many chats came in and who answered them. Ratings shows the visitors' stars for the bot and each teammate.
Open Front desk in your CRM. This week shows how many chats came in and how many the bot answered. Ratings shows the stars visitors gave, for the bot and for each teammate.
Also called: chat analytics, reports, satisfaction, CSAT, reviews, stars, statistiques du chat, évaluations, satisfaction client
Step 1: Open Front desk
In your CRM, click Front desk in the menu. The cards are on the right (below the settings on a phone).
Click: Front desk
Step 2: Read This week
This week shows the number of chats, and how many were answered by the bot. Pick a teammate in the little menu to see how many chats they answered or took over.
If some chats wait for an answer, a button says how many, like "2 need you". Click it to open Conversations.
Click: Front desk › This week
Step 3: Read Ratings
After you close a chat, the visitor is asked "How did we do?" and picks 1 to 5 stars. Ratings shows the average for The bot and for each teammate, with how many ratings. The teammate who had the chat last gets its stars.
Under Latest, click a rating to open that conversation.
Click: Front desk › Ratings › a rating
Good to know
Each rated chat shows "Visitor's rating:" and its stars at the top of the conversation.
To get ratings, close chats when they're handled: click Close in the conversation.
Ask Alori: "How did the website chat do this week?" It reads the same numbers.
If it doesn't work
"No ratings yet. Visitors rate a chat after you close it." Close a few handled chats. Ratings come in as visitors answer.
I don't see This week. It shows once Front desk is in your app. See How do I turn on the chat on my website?