The Messenger Handling Analysis report in Ringostat helps evaluate how the team works with customer inquiries in messengers and how effectively they handle conversations.
The report allows you to quickly see:
how many inquiries came from messengers;
how quickly managers respond to customers;
whether messages are left unanswered;
employee workload;
overall effectiveness of conversation handling.
All key metrics are collected in one report, which helps monitor the quality of customer communication and quickly identify problem areas in team performance.
Let's take a closer look at what data the new report contains and how to use it for analyzing messenger work.
General Report
General Indicators
This is the first block of the report, displaying general indicators of conversation handling by managers. It shows:
Total inquiries - the total number of all conversations for the selected period
New inquiries - all conversations that started in the selected period
Total closed conversations - all conversations that the manager completed in the selected period
Closed conversations without manager response - conversations closed without any message from the manager
Conversations without activity > 1 day - open conversations without messages for more than 24 hours, requiring attention or closure
Average median response time in conversations - the average time a customer waits for a manager's response in chat
Response Statistics
This block displays detailed charts for each parameter:
1.Inquiry dynamics over period - shows inquiry statistics by days, weeks, months with the ability to filter by different statuses
2.First response speed - median response time to the customer's first message, taking into account the presence of auto-reply, calculated for closed conversations
3.Average median response time in conversations - average value of the median response time in each conversation, only for closed conversations
Please note! If there are two consecutive messages from the customer, then the response speed is calculated from the first unanswered customer message.
4.All conversations by messenger - distribution of all conversations by messenger types
5.New conversations by messenger - distribution by messenger types of only new conversations
"By Employees" Table
The "By Employees" tab shows the effectiveness of each manager in handling messages
The table includes:
employee's full name
number of open conversations still in progress
number of conversations without activity >1 day
number of closed conversations
number of conversations closed without manager response
first response speed
average median response time in conversations
The Messenger Handling Analysis report helps evaluate team effectiveness in handling messages, identify weaknesses in inquiry processing, and improve the speed and quality of customer communication.