Analytics

Deepdesk tracks events during usage. All events except for average handling time are automatically tracked when the DeepdeskSDK is mounted.

Average handling time

To monitor the handeling time the DeepdeskSDK has to be notified when a conversation starts/continues and stops/pauses.

// Start or continue timing the interaction between agent and customer.
deepdeskSDK.handlingTimeStart();
// Stop or pause timing the interaction between agent and customer
// Sends an (intermediate) analytics event to Deepdesk.
deepdeskSDK.handlingTimeStop();

Sent message metrics

For each message the agents sends Deepdesk measures the following metrics:

  • number of characters cut from message
  • number of characters deleted from message
  • number of characters pasted into the message
  • number of charachters assisted (by Deepdesk)
  • number of charachters the agent typed
  • number of characters of total message
  • suggestions used in the message (text, url, sticky messages etc.)