Traffic Analysis Report

A Traffic Analysis Report for a customer support company provides insights into how users access the company’s services.

Traffic Analysis Report

1. Total Chat Request: It represents the total number of incoming chat requests during each hour.

2. Total Chat Sessions: This indicates the actual number of chat sessions handled by the group.

3. Average Chat Duration: The “Average Chat Duration” is the average time spent per chat session. It reflects how long the group spends assisting customers in each interaction.

4. Total Chat Duration: “Total Chat Duration” represents the cumulative time spent by the group handling chats during the specified hour. It provides an overview of the group’s workload.

5. Avg Wait: “Avg Wait” is the average time a chat spends waiting in the queue before being picked up by an agent.

6. Max Wait: “Max Wait” indicates the longest time a chat remained in the queue. Managing wait times ensures timely responses and customer satisfaction.

7. Answer Ratio: “Answer Ratio” is the percentage of chats answered by the group (e.g., 94% on June 6, 2024).

8. Service Level: “Service Level” measures how well the group meets response time targets. Higher service levels indicate better performance.

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