Real-time statistics can be used to view several key indicators in customer service scenarios:

- Total Chats: The total number of sessions for the selected time period and corresponding channel.

- Average First Response Duration: In a new session, the average time difference between the account's first uplink message and the customer service reply message.

- Average Chat Response Duration: the average time difference between each account's uplink message and customer service reply message during the session process.

- Average Chat Duration: the average value of the time difference between the session's access time and end time.

- Service Satisfaction: The average value of service evaluations made by customers for the session.

- Transfer Rate: The percentage of the total number of sessions that were transferred. the

From the perspective of customer service conversation, the following key capabilities are supported:

- View all conversations in real time, customer service managers can directly transfer, end, and view conversation records.

- The chat history is divided by the session dimension, which can quickly locate and view the chat content in a session.

- Ordinary customer service can also receive the waiting session to provide services through the transfer operation in the customer service session list.

- The column setting operation can be performed in the list to display the object fields related to the conversation channel: for example, the customer service channel in the ShareCRM channel is the customer object, and the WeChat channel is the WeChat user object. the

From the perspective of customer service staff, view the work performance of individual customer service staff in real time, such as the total number of sessions, response time, satisfaction evaluation, etc.

For enterprises that use the WeChat channel, you can view the statistics of all WeChat account information who have followed the corresponding WeChat service account in the WeChat account module; if the current enterprise is bound to multiple WeChat service accounts, you can switch in the upper right corner.