How do I see chat stats and ratings?
Open Front desk. The top shows this week's chats, who answered and the average rating. Ratings shows visitors' stars for Nora and each teammate.
Open Front desk in your CRM. The top of the page shows how many chats came in this week, how many Nora, your support bot, answered, and the visitors' average rating. Ratings shows the stars visitors gave, for Nora 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. This week's numbers are at the top of the page.
Click: Front desk
Step 2: Read this week's numbers
At the top, Chats this week shows the number of chats, and answered by Nora how many Nora answered. 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 › answered by
Step 3: Read Ratings
After you close a chat, the visitor is asked "How did we do?" and picks 1 to 5 stars. Average rating at the top shows all the stars together. Lower on the page, Ratings shows the average for Nora 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.
How fast your team answers, over 7, 30 or 90 days, is on Front desk › KPIs.
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's numbers. It shows once Front desk is in your app. See How do I turn on the chat on my website?