Time range
Pick 7d, 30d or 90d in the top right. The default is 7 days. The range covers conversations that started in the last 7, 30 or 90 days, counted back from now. The daily chart groups days in UTC. Outcomes, topics and sentiment are written when a conversation ends, usually within about fifteen minutes. Conversations from the last few minutes may not be counted in those charts yet.Results
The band at the top gives the numbers to take to whoever signs off on support: six figures for the range, each beside the same figure for the range before it (the previous 7, 30 or 90 days) and the change between them. An arrow and a sign show which way it moved. Green means better, red means worse.
The Results count phone, chat and email conversations in your workspace. Your own browser test calls are left out. Use the agent filter to see one agent’s results.
If you belong to more than one workspace, the Results name the workspace they count: the one you own, or else the first you joined. Filter to an agent in another workspace to see that workspace’s results. Share and Change appear only for the workspace you own or first joined.
The minutes behind hours saved
Under the band, Wiredesk states the assumption: how many minutes a person on your team would spend on one conversation. It starts at 6. Owners and admins can click Change to set your own average handle time, from 1 to 240 minutes. It applies to every agent, to the Monday email and to links you share from then on; a link already sent keeps the minutes it was made with.Share the results
Share makes a read-only link to the results for the range and agent you are looking at. Send it to someone without a Wiredesk seat, such as your manager.- The link shows the six figures, the range before and the top topics. It does not show conversations, contacts or anything else in your workspace.
- The range is fixed when you make the link, so whoever opens it sees the numbers you saw.
- No sign-in is needed. Anyone with the link can open it, so share it like a document.
- It stops working after 30 days. Turn a link off sooner under Links that still work in the same dialog.
- The link is shown once, when you make it. Copy it then. If you lose it, make another.
Every Monday by email
The workspace owner gets the same figures for the previous week every Monday, with the change from the week before, the top topics and the unanswered questions. Turn it off under Settings → Notifications → Weekly results. See Notifications.Totals
Answered by a person
This tile tells you whether anyone actually turned up when a customer asked for a person.- The percentage is the number of conversations where someone on your team joined after the request, divided by the number of conversations where a person was requested. Joining means replying or clicking I’ll take this one.
- The line underneath reads, for example, “4 of 5 · typically 3m”. That time is the average wait between the request and the first person on your team joining.
- Someone on your team who steps into a conversation where nobody asked for a person does not count toward this figure.
- A request that timed out and was answered late still counts as answered, with its full wait.
Conversations per day and channel mix
- Conversations per day is stacked by channel (Chat, Phone, Email, Browser voice), so you can see where a busy day came from.
- Channel mix shows the share of conversations on each channel over the whole range.
How conversations ended
Every conversation gets one of four outcomes when it ends. This card shows how many conversations in the range had each outcome and their share of all conversations with an outcome. Click one to see those conversations.
The outcome is decided by reading the whole transcript. A conversation in which someone on your team joined is filed Handed off unless it was clearly resolved. A request for a person that nobody answered is not filed as Handed off. A conversation where the customer never said anything is Abandoned. More on how outcomes are written: Conversations.
Where questions went unanswered
The five topics that most often ended Message taken in the range: the agent could not answer and took a message instead. This is the shortest list of things to teach your agent next. Click a topic to open those conversations. Then use the Teach card on the conversation page to add the right answer. See Fix a wrong answer.What people asked about
The eight most common topics in the range, with how many conversations each covers. Topics are short phrases written when a conversation ends, such as “appointment booking”. Click one to open the conversations list searched for that topic. To count them under your own names, give each agent a topic list.How people felt
The customer’s sentiment across conversations analysed in the range: Positive, Neutral or Negative. It measures the customer’s mood, not the agent’s.Analytics covers every agent in your workspace. Your own browser tests of the demo agent are counted too. Only you see those.