Drift allows you to see where the most conversations are started on your site, what time of day is most popular for chatting in, and much more in your conversation stats dashboard.
In this article we'll go over:
Drift Insider Note:
Did you know we have a class on this topics covered in this article over on Drift Insider? Check it out HERE
You can view the statistics for all of your conversations by navigating to the Reports tab and clicking on an area to explore on the sidebar.
These are metrics related to your conversations in general - when they're started, where they're started, and who they're routed.
The timeframe of this report can be changed to show for conversations from this week, last week, this month, last month, the last 30 days, or a custom range.
There are also a set of advanced filters that can be applied, such as filtering by bot participation, widget status (online/offline), and which teammate responded to the conversation first.
- This chart shows how many new conversations were started each day over the selected timeframe. Hover your mouse over the line at each day to show exact numbers and the percentage difference between this day and the same day the previous cycle.
- Can I export this report? Yes, to a CSV!
- It will show you each conversation's: ID, Conversation Link, Status, Date Closed (24H), First Agent to Respond, Agent Name, End User, End User Email, Region, Country, Agent First Response Time, Playbook ID, CQL Score, Lead Stage, Tags, Page URL, and Bot Participation (Bot Only, Bot Assisted, or Human Only).
Average Conversations By Time of Day
- This heat map shows what times of the day are the most popular for new conversations. A darker color means more conversations are happening in that hour-long window. You can hover your mouse over the specific time block to see exact metrics.
- Can I export this? No.
Where are site visitors starting new conversations?
- This lists the top 10 URLs site visitors are on when a conversation is started, from most frequent to least frequent. You can search your different URLs, as well as export a CSV with conversation counts from every URL a chat has been started from.
How are conversations being tagged?
- This report shows you how many times tags have been applied to conversations and what type of tag is being applied to conversations. If the source is listed as "Lead Stage" that indicates the bot has applied a lead stage tag to a lead. If the source is listed as "manual" that indicates that either the bot or an agent applied a conversation tag to the conversation. You can export a CSV with a complete list of your tags, the number of new conversations they were applied to as well as see the percentage of new conversations the tag was applied to.
- This metric indicates the median amount of time that passes from when a conversation is opened to when a member of your team closes it. You can hover your mouse over individual days to see exact metrics.
These are metrics about your team's interaction with visitors - how long it takes them to respond to a chat and how long chats last.
We use median (the middle of a frequency distribution) and not mean (the sum of values divided by their number) in these metrics to avoid outliers skewing your results.
Median Response Time
- This metric lists your teammates who were the first person from your team to send a message in a conversation. Here you will see the name and the number of conversations where they were the first teammate to send a message. You can also export this report as a CSV.
Team Conversation Performance
- This lists the members of your team - you can sort the list by median response time, median conversation length, and number of new conversations, in increasing or decreasing order, by clicking each metric. You can also export a full list as a CSV.
This section delivers a full report on where your conversations are being routed. You can change the timeframe of the report in the highlighted box below.
When you first click on the routing report, you'll see a drop down that contains different routing types. Use the drop down to view a report based on the routing type that you selected.
The different routing types you can view reports on are as follows:
- Playbooks - routing was triggered through a playbook skill
- Direct message - a site visitor attempted to contact a teammate directly, usually through their Drift Profile
- Manually joined - a teammate joined a conversation on their own by sending a message in the Conversation View
- Offline fallback - routing switched from trying to route in a live teammate, to an offline fallback (typically dropping a calendar) because the intended team/teammates were offline
- Unavailable fallback - routing was triggered again because a the teammate who was routed in did not respond, and now the conversation must either be re-routed, or drop a teammate’s calendar
If you are on the Drift Enterprise plan, you can use the "View Conversations" button to view conversations that comprise the currently selected item in the routing type dropdown!
You can also export your conversation data (minus the messages themselves) in Chats section.
When you export this data, each row is a conversation, and the columns are: Id, Conversation Link, Status, End User First Response (24 H), Date Closed (24 H), First Agent To Respond, Agent Name, End User, End User Email, Agent First Response Time, Playbook Id, CQL Score, Lead Stage, Tags, Page URL, and Bot Participation
Want to update your routing rules? Click here!