Communications in Statistics

Summary

The Communications tab is for evaluating workload and dialog handling speed: how many messages and new dialogs appeared, how many dialogs are still waiting for a reply, and how quickly operators replied.

How to read the tab

1. Open the Communications tab.
2. In the communication summary, check messages, dialogs, and the main response indicators.
3. Use the support schedule card to open its settings when you need to check working intervals.

What the tab shows

• lead, AI, and operator messages;
• new and active dialogs;
• closed dialogs and dialogs waiting for a reply;
• operator handoffs;
• average first response time;
• activity by weekday and hour.

Charts and workload

Charts separately show messages and new dialogs. The heatmap helps find the busiest hours and days; a cell tooltip shows messages, active dialogs, and relative workload.

Time data uses the browser's time zone. Check it next to the period and in chart tooltips, especially when the team works across several regions.

Operator replies

1. In the Operator filter, keep All operators for the overall picture or select a specific person.

Below it, the section shows first and total reply counts, average first and regular reply time, median, P90, and maximum wait. Schedule-adjusted time and full calendar time can be compared side by side.

A reply is attributed to an operator when the person was marked as a support operator at the time it was sent. A reply from someone without that role ends the wait in the dialog but does not appear in that person's operator row. A later role change does not recalculate past data.

Support schedule

Communications contains a link card; the calendar itself is managed in support settings. When Use schedule in response statistics is enabled, time is counted only inside working intervals. When it is disabled, full calendar time is used.

Overlapping assignments form one working interval. Editing the schedule does not recalculate response indicators already stored for the past.