Analytics - Emplorium Documentation

Analytics shows how your support is going over a period you choose, and what’s happening right now.

The Analytics page with summary numbers and charts — Analytics: right now, the period's key numbers, and the charts behind them.

Right now

A live snapshot of open chats:

Open chats: visitor chats open at this moment.
Waiting for a teammate: open chats that need a teammate and don’t have one yet.
With your team: open chats a teammate is handling.
With Aura only: open chats Aura is handling on its own.

Key numbers

Pick a period at the top of the page. Hover the info mark on any number to see exactly what it counts.

Number	What it counts
Chats started	Chats created in the period.
Resolution rate	The share of chats closed in the period that were resolved.
Average time to close	From start to close, for chats closed in the period. It isn’t response time.
Abandoned	Chats closed as abandoned in the period.

Charts

Chats over time: how many chats started each day.
How chats ended: chats closed in the period, by reason.
Where chats started: new chats in the period, by channel.

About the data

Numbers update every 15 minutes, so the last few minutes aren’t counted yet. About this data at the bottom of the page explains the period, from when data is available, and whether recent days are still being filled in.