The ZetaHub messenger offers you different levels of reporting about the conversations you and your team are having. To access the Reports, click on the ‘Reports’ tab in the left side navigation of the ZetaHub. Under ‘Conversations’ here, you can see three primary metrics
- How busy are we?
This metric talk about how many incoming messages your team receives via the messenger for a certain period of time. The default is one month, but you can also check by week and day to understand the times, dates and weeks that you get the most traffic and conversations.
2. How fast are we?
This metric is a measure of how quickly your team is able to respond to queries on the messenger.
3. How efficient are we?
This metric is based around the taken to ‘resolve’ a customer question or issue – this is particularly useful to understand how efficient your team is at answering customer queries and addressing them efficiently.
The messenger also has metrics that explain exactly how busy your team is by measuring incoming messages and resolving conversations.