3Chat Agent Performance Overview: 'Message Statistics'

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1. Feature Overview

The Agent performance feature helps you understand the effectiveness of 3Chat Agent in message response efficiency and problem-solving ability, including key metrics such as total message count, valid reply rate, etc. By analyzing these metrics, you can optimize Agent performance and improve user experience.

In this interface, the data charts are primarily divided into two sections:

1. Total Message Statistics

• Total Message Count

• Message Count Channel Share

• Total Message Count Trend

2. Valid Reply Statistics

• Valid Reply Rate

• Valid Reply Count

• Contact Consultation Volume

• Effective Reply Rate Trend

2. Quick Operation Guide

2.1. Select Filter Time Period and Channels

1. Time Filter: The message send time, where you can specify the start and end date range, measured in calendar days, with a maximum range of 1 year. The default range is the past month (e.g., 2025/8/21-2025/9/21).

   

2. Channel Filter: The message source channels, with the default set to select all.

   
   

2.2. View Message Statistics and Data Charts

2.2.1. Total Message Statistics

In this section, you can view the total message count, message count channel share, and the total message count trend for 3Chat Agent within the specified time period and channels. This data reflects the total number of conversations users have with 3Chat Agent within the filter range, helping you understand the overall business volume of 3Chat Agent.

1. Total Messages:
   Displays the total number of messages processed by 3Chat Agent during the selected time period (including messages involving human “Contact” and “Agent”), with a comparison of the increase and decrease over time. The increase is shown in green, and the decrease is shown in red.

   • Helps with service volume analysis, assisting in recognizing service traffic patterns, such as peak times when more resources are needed.

   • Monitors message volume fluctuations to help refine business strategies and optimize operations.

2. Message Count Proportion:
   Displays the distribution of messages in different time periods based on the specified time period, clearly showing the main sources of messages through different channels.

   • Helps optimize resource allocation. By checking the distribution of messages, you can evaluate the interaction frequency in different time periods and identify more resources needed during peak times.

   • Helps select more optimal channels. You can better understand the effectiveness of each channel and decide which channels may require more service resources.

   • Helps optimize interactions. Based on different channel percentages, you can take action to optimize the interaction speed on specific platforms, such as social media or specific channels.

3. Message Trend Analysis:
   Displays the changes in message count during different time periods, helping optimize service strategy by examining variations during specific periods or holidays.

   • You can identify when messages peak or dip, analyzing factors like seasonal fluctuations, holidays, or campaigns (e.g., promotions).

   • Through historical data trends, you can predict future message changes, helping with resource adjustment and refining response strategies.

   • When the message count changes significantly or fluctuates, you can further analyze data, such as Agent work pauses or downtime.

2.2.2. Valid Reply Statistics

Valid Reply: A valid reply refers to a response where 3Chat Agent accurately understands the customer’s question and provides a solution, correct task execution, or triggers the proper action.

Contact: A contact is a visitor who has had a conversation with 3Chat Agent. Regardless of how many sessions a single visitor initiates, they are counted as one contact.

1. Effective Reply Rate:
   The effective reply rate shows the proportion of messages that received a valid reply from 3Chat Agent within the selected time period and channel. You can understand the accuracy and response rate of 3Chat Agent by looking at the graph.

   • The effective reply rate directly reflects whether the Agent can provide you with effective help. You can use this data to determine if the Agent is offering accurate responses.

   • If the effective reply rate is low, you can use this data to optimize the bot’s guidance, scripts, or knowledge base to improve the accuracy and relevance of the replies.

2. Effective Reply Count:
   The effective reply count represents the total number of valid replies from 3Chat Agent within the selected time period and channel. It also shows the increase/decrease ratio compared to the previous period, with increases shown in green and decreases in red.

   • You can adjust resource allocation based on the effective reply count to ensure that the Agent provides continuous effective service during high-traffic periods.

   • By reviewing the effective reply count, you can assess service success and ensure the Agent is resolving customer issues effectively, rather than engaging in ineffective interactions.

3. Contact Inquiries:
   This shows the total number of visitor messages in the conversation. It also displays the increase/decrease ratio compared to the previous period, with increases shown in green and decreases in red. This reflects the activity level of visitor demand and provides insight into inquiry pressure analysis, serving as a reference for human-machine collaboration and knowledge base optimization.
4. Effective Reply Rate Trend:
   The effective reply rate trend chart shows the variation in the effective reply rate of 3Chat Agent over the selected time period. It helps you track the Agent’s ability to provide valid replies across different channels, reflecting fluctuations in performance.

   • By analyzing the trend, you can identify periods or channels where the effective reply rate decreased and optimize accordingly.

   • You can compare data across different periods or channels, helping you identify performance fluctuations and the effectiveness of optimization efforts.

3.Frequently Asked Questions

4.How to optimize the valid reply rate?

You can optimize the valid reply rate by continuously improving 3Chat Agent’s guidance, adding more fixed scripts, and expanding the content of the knowledge base to increase the accuracy of its responses.