How Parlar reports are calculated

Which chats count

Reports count the chats a visitor started on your websites, either live or by leaving a message, that have at least one message from a person. A chat that only has the automatic welcome doesn’t count.

• Spam doesn’t count, and neither do conversations you kept only for a claim when you deleted a contact, or chats the account owner left out of reports with “Leave out of reports”. Only the owner can do that, it takes the chat out of the per-person figures too, and the whole team sees in the conversation who did it and when.
• Chats your team started from Visitors are shown apart and don’t count as chats.
• Parlar calculates the figures from the conversations that exist today. When you delete a conversation or a person, it leaves every figure, also those of past periods.
• Days follow the time zone of your account, which the owner can change in Reports. The days when clocks change have 23 or 25 hours.
• Each period is compared with one of the same length just before it. Today is compared with yesterday until the same hour. If that earlier period starts before your account existed, there’s no comparison.

Chats

A live chat started when someone on your team was available. A left message started when nobody was available: outside your opening hours, or with everyone away. A live chat stays live even if the visitor later leaves their email address after the notice that nobody is replying.

Missed chats

A missed chat is a live chat that nobody on your team answered within 10 minutes of the visitor’s first message, even if someone replied later. The rate divides missed chats by live chats.

• Automatic messages, internal notes and events, such as assigning, tagging or closing a chat, never count as a reply.
• A chat where someone blocked the visitor is never a missed chat.
• A chat that is still inside its first 10 minutes is waiting, not missed.

First response

The time from the visitor’s first message to the first message from a person on your team that the visitor can see, text or a file. It counts only live chats that got a reply, in clock time, without taking away closed hours. The main figure is the median: half of your live chats got a reply faster than that. The average and the share in each band (under 1 minute, 1 to 5, 5 to 15, 15 to 60 and over an hour) appear next to it.

Left messages

How many chats started with nobody available, how many got a reply in the chat and the median time to that reply, nights and weekends included. Replies you send from your own email don’t go through Parlar, so they don’t show here.

Satisfaction and ratings

Satisfaction is the share of good ratings among all the ratings visitors gave in the period, by the date of the rating. A rating that the visitor changed counts once, with its last choice. Ratings in spam don’t count. The response rate divides the chats that got a rating by the chats where the visitor was asked for one. Reports show the last 20 comments in the panel. They never go in the downloaded files.

Chat length

The median time from the visitor’s first message to the last message from a person, visitor or team, in chats that got a reply. The time a chat stays open after that doesn’t count.

Per-person figures

Per-person figures are off when an account starts. Only the account owner can turn them on, in Team, and every team member then sees a notice that the owner can see their figures. They count from the moment they were last turned on, never before, and only for the last 12 months. The owner sees everyone’s figures; each team member sees only their own.

• Chats handled: the chats where the visitor wrote and the person sent at least one message the visitor can see during the period. A chat the person started from Visitors that nobody answered doesn’t count. A chat answered by two people counts for both.
• First response: the live chats where the person gave the first reply, timed from the visitor’s first message or, if the chat was assigned to them, or they took it, after that, from that moment. It shows from 5 chats.
• Ratings: each rating counts for the person who sent the last reply before it. Satisfaction shows from 10 ratings, always with how many there are.
• With fewer, Reports say “Not enough data yet” and how many there are.
• People who left the team appear together in one row, “Former team members”, without names.
• The owner can open one person and see their chats handled by day, or by week in long periods. Never by hour: with a one-day period, only the figures.
• The comments in Reports never carry a team member’s name. The list of chats rated “Bad”, with who handled each one, opens only with per-person figures on: the owner sees all of them, and each team member only theirs.

Reports never measure time online, time away, typing speed, internal notes, the tone of messages or a score that mixes figures. Missed chats and chat length are shown by website only, never by person. The team table goes in alphabetical order, without rankings or colors for better or worse. These figures don’t show everything a person does: don’t make decisions about anyone based on them alone.

Downloaded files

Only the account owner can download them, from the web panel, as Excel (.xlsx) or CSV files: the summary, by hour, day or week depending on the period, by website and, with per-person figures on, by team member. They carry figures only, without visitors’ names, emails, messages, comments or tags. Dates and times follow your account’s time zone, which is written at the top of each file. CSV files always use commas between columns. Excel files keep every text as text, never as a formula. In CSV files, texts that a spreadsheet could read as a formula carry an apostrophe in front.

A notice for your team

Before you turn on per-person figures, tell your team. You can copy this text and complete it. It doesn’t replace what your law asks of you: in the European Union, your legal basis and your team’s rights; in Colombia, each worker’s authorization. In some countries you must first inform or consult your employees’ representatives, or get their agreement.

We use Parlar for the chat on our website. With per-person reports on, [Company] can see, for each team member, the chats they handled (also by day), their first response time and the ratings visitors gave, for the last 12 months. We use them to [purpose]. We won’t make decisions about anyone based on these figures alone. You can see your own figures in Parlar, ask us for a copy and ask us to correct anything that’s wrong. Questions: [contact].