Steps for viewing session analysis reports on Tencent Qidian

As a customer service staff, do you want to have a deeper understanding of the communication between customers and employees? Tencent Qidian provides session analysis reports to help you analyze session trends and improve service quality. PHP editor Youzi will introduce you in detail the steps for viewing session analysis reports on Tencent Qidian, so that you can make full use of this powerful tool and improve customer service efficiency. Continue reading the following article now to learn detailed instructions to improve your customer service experience.

①Session Analysis

On the overview page, enterprises can clearly determine the number of session customers, the number of high-quality sessions, average session duration and other information within a certain period of time to facilitate the adjustment and optimization of subsequent session configurations. Effectively increase the proportion of high-quality sessions and reduce the number of invalid sessions to provide data support.

*Total number of sessions: the sum of the number of all sessions within the statistical period, regardless of session source and session type

*Average number of session messages = total number of messages in valid sessions /Number of valid sessions

*Average session duration=Total duration of valid sessions/Number of valid sessions

*Number of high-quality sessions: The sum of all high-quality sessions within the statistical period. High-quality conversations are determined by the interval of the number of conversation messages initiated by employee B and the interval of the number of conversation messages initiated by customer C set by the enterprise.

For more explanations of data concepts, click on the bubble in the upper right corner of the page to view

In the [Reception Source Analysis] section, you can customize indicators for filtering, and at the same time, you can view specific reception details and export CSV, which facilitates enterprises to monitor the number of effective sessions in real time and reasonably optimize session configuration.

In [Session Period Analysis], you can set the analysis period, filter session details every hour/half hour/15 minutes, observe session duration and response time, and optimize customer service for the future Provide data support for work.

Number of new customers: Customers who are not in the customer database are recorded as new customers.

Number of valid sessions: During the statistical period, the number of sessions in which both customer C and employee B have sent messages (number of B messages > 0 and number of C messages > 0)

Valid session customers Number: The number of customers received corresponding to a valid session. The same customer with multiple valid sessions is counted as one customer and is not accumulated repeatedly.

For more explanations of data concepts, please click on the bubble in the upper right corner of the page to view

In [Regional Distribution Analysis], you can clarify the proportion of sessions and regional rankings in each region. It is convenient for enterprises to adjust the proportion of regional sessions based on business regional needs.

② Session Record

In the Account Center - [Operation Analysis], [Conversation Record] is added to facilitate enterprises to uniformly monitor session details and control session quality.

First, you need to go to the [Enterprise Management]-[Permission Role] page to enable the corresponding permissions, as shown below:

On the [Session Record] page, display the ended session Content, including session start time, customer service, session source, first response time and other data, and supports viewing data by time, grouping and more filtering conditions; the upper right corner supports searching for customer name/QQ number and viewing the corresponding data; supports pulling a single Employee's session details page

supports checking different data items and flexibly setting custom data indicators.

The above is the detailed content of Steps for viewing session analysis reports on Tencent Qidian. For more information, please follow other related articles on the PHP Chinese website!