[{"data":1,"prerenderedAt":455},["ShallowReactive",2],{"page-\u002Fpanduan\u002Fanalitik":3},{"id":4,"title":5,"body":6,"description":446,"endpoint":447,"extension":448,"icon":447,"meta":449,"method":447,"nav":447,"navigation":450,"path":451,"seo":452,"stem":453,"__hash__":454},"docs\u002Fpanduan\u002Fanalitik.md","Analitik",{"type":7,"value":8,"toc":431},"minimark",[9,25,29,32,37,69,76,80,132,135,162,187,190,193,196,200,203,221,226,230,236,239,247,251,294,317,339,356,360,370,414,421],[10,11,12,13,16,17,20,21,24],"p",{},"Menu ",[14,15,5],"strong",{}," punya dua laporan: ",[14,18,19],{},"CSAT"," untuk kepuasan pelanggan dan ",[14,22,23],{},"FRT"," untuk kecepatan respons tim. Keduanya bisa difilter berdasarkan rentang tanggal.",[26,27,19],"h2",{"id":28},"csat",[10,30,31],{},"CSAT (Customer Satisfaction) adalah nilai 1 sampai 5 dari pelanggan setelah percakapan selesai.",[33,34,36],"h3",{"id":35},"cara-nilai-dikumpulkan","Cara nilai dikumpulkan",[38,39,40,53,56,63],"ol",{},[41,42,43,44,46,47,52],"li",{},"Agen menutup percakapan dengan tombol ",[14,45,19],{}," di header chat. Lihat ",[48,49,51],"a",{"href":50},"\u002Fpanduan\u002Fchat","Balas chat",".",[41,54,55],{},"Pelanggan menerima pesan yang meminta nilai 1–5.",[41,57,58,59,52],{},"Pelanggan membalas dengan satu angka, contoh ",[60,61,62],"code",{},"5",[41,64,65,66],{},"Nilai tercatat dan pelanggan menerima ",[60,67,68],{},"Terima kasih atas penilaian Anda.",[10,70,71,72,75],{},"Hanya balasan teks berupa angka 1–5 yang dihitung. Balasan lain tidak dianggap sebagai nilai. Percakapan yang ditutup dengan ",[14,73,74],{},"Selesai"," biasa tidak mengirim permintaan penilaian.",[33,77,79],{"id":78},"isi-laporan-csat","Isi laporan CSAT",[81,82,83,96],"table",{},[84,85,86],"thead",{},[87,88,89,93],"tr",{},[90,91,92],"th",{},"Angka",[90,94,95],{},"Arti",[97,98,99,108,116,124],"tbody",{},[87,100,101,105],{},[102,103,104],"td",{},"Total Request",[102,106,107],{},"Jumlah permintaan penilaian yang dikirim.",[87,109,110,113],{},[102,111,112],{},"Total Respon",[102,114,115],{},"Jumlah pelanggan yang memberi nilai.",[87,117,118,121],{},[102,119,120],{},"Rata-rata Skor",[102,122,123],{},"Rata-rata nilai, skala 1 sampai 5.",[87,125,126,129],{},[102,127,128],{},"Response Rate",[102,130,131],{},"Persentase request yang dijawab pelanggan.",[10,133,134],{},"Di bawahnya ada:",[136,137,138,144,150,156],"ul",{},[41,139,140,143],{},[14,141,142],{},"Tren Harian",": request dan respon per hari.",[41,145,146,149],{},[14,147,148],{},"Distribusi Skor",": jumlah respon per nilai.",[41,151,152,155],{},[14,153,154],{},"Performa Tim",": per agen, diurutkan dari rata-rata skor tertinggi.",[41,157,158,161],{},[14,159,160],{},"Data Terbaru",": request dan respon terakhir.",[10,163,164,165,168,169,172,173,176,177,176,180,176,183,186],{},"Klik ",[14,166,167],{},"Lihat request"," atau ",[14,170,171],{},"Lihat semua"," untuk membuka daftar lengkap. Daftar ini bisa difilter berdasarkan tanggal, status (",[14,174,175],{},"Menunggu",", ",[14,178,179],{},"Terisi",[14,181,182],{},"Dilewati",[14,184,185],{},"Expired","), dan skor. Klik percakapan untuk membuka chatnya.",[10,188,189],{},"Nilai CSAT dihitung untuk agen yang menutup percakapan.",[26,191,23],{"id":192},"frt",[10,194,195],{},"FRT (First Response Time) adalah waktu dari pelanggan mulai menunggu sampai agen manusia mengirim balasan pertama.",[33,197,199],{"id":198},"kapan-frt-mulai-dihitung","Kapan FRT mulai dihitung",[10,201,202],{},"FRT dimulai dari salah satu sumber berikut:",[136,204,205,211],{},[41,206,207,210],{},[14,208,209],{},"Pesan masuk",": pelanggan mengirim pesan di percakapan yang sedang ditangani manusia.",[41,212,213,216,217,220],{},[14,214,215],{},"Human takeover",": agen menekan ",[14,218,219],{},"Ambil alih",", atau AI mengalihkan percakapan ke CS.",[10,222,223,224,52],{},"Status FRT saat itu adalah ",[14,225,175],{},[33,227,229],{"id":228},"kapan-frt-selesai","Kapan FRT selesai",[10,231,232,233,52],{},"FRT selesai saat agen manusia mengirim balasan pertama ke pelanggan. Statusnya berubah menjadi ",[14,234,235],{},"Direspon",[10,237,238],{},"Yang tidak dihitung sebagai respons:",[136,240,241,244],{},[41,242,243],{},"Balasan AI.",[41,245,246],{},"Catatan internal dan Perbaikan AI.",[33,248,250],{"id":249},"isi-laporan-frt","Isi laporan FRT",[81,252,253,261],{},[84,254,255],{},[87,256,257,259],{},[90,258,92],{},[90,260,95],{},[97,262,263,271,279,286],{},[87,264,265,268],{},[102,266,267],{},"Rata-rata FRT",[102,269,270],{},"Rata-rata waktu respons pertama agen.",[87,272,273,276],{},[102,274,275],{},"Sudah Direspon",[102,277,278],{},"Jumlah FRT yang selesai.",[87,280,281,283],{},[102,282,175],{},[102,284,285],{},"Percakapan yang belum dibalas agen.",[87,287,288,291],{},[102,289,290],{},"Response rate",[102,292,293],{},"Persentase FRT yang selesai.",[10,295,296,297,300,301,304,305,308,309,312,313,316],{},"Di bawahnya ada tren harian, ",[14,298,299],{},"Ringkasan Durasi"," (",[14,302,303],{},"Tercepat"," dan ",[14,306,307],{},"Terlama","), dan ",[14,310,311],{},"Performa Tim CC"," yang diurutkan dari FRT paling cepat. Klik ",[14,314,315],{},"Export"," untuk mengunduh data.",[10,318,319,320,323,324,168,326,328,329,176,332,335,336,52],{},"Halaman detail menampilkan ",[14,321,322],{},"Daftar Request FRT"," per percakapan, dengan filter sumber (",[14,325,209],{},[14,327,215],{},"), waktu ",[14,330,331],{},"Mulai",[14,333,334],{},"Respon Pertama",", dan ",[14,337,338],{},"Durasi",[340,341,344],"callout",{"title":342,"type":343},"Menurunkan FRT","tip",[10,345,346,347,350,351,355],{},"Pantau tab ",[14,348,349],{},"Butuh CS"," di inbox dan aktifkan notifikasi browser atau ",[48,352,354],{"href":353},"\u002Fpanduan\u002Faplikasi-mobile","aplikasi mobile"," agar agen cepat tahu ada pesan baru.",[26,357,359],{"id":358},"performa-saya","Performa Saya",[10,361,362,363,365,366,369],{},"Anggota tim (bukan owner) melihat kartu ",[14,364,359],{}," di ",[14,367,368],{},"Dashboard",". Isinya hanya angka dari chat yang mereka balas sendiri:",[81,371,372,381],{},[84,373,374],{},[87,375,376,379],{},[90,377,378],{},"Kartu",[90,380,95],{},[97,382,383,391,399,407],{},[87,384,385,388],{},[102,386,387],{},"Rata-rata Respons",[102,389,390],{},"Rata-rata waktu balasan pertama Anda.",[87,392,393,396],{},[102,394,395],{},"Chat Dibalas",[102,397,398],{},"Jumlah chat yang Anda balas, plus yang masih menunggu.",[87,400,401,404],{},[102,402,403],{},"Skor CSAT",[102,405,406],{},"Rata-rata nilai dari percakapan yang Anda tutup.",[87,408,409,411],{},[102,410,128],{},[102,412,413],{},"Chat terbalas dibanding chat masuk.",[10,415,416,417,420],{},"Ada juga grafik ",[14,418,419],{},"Chat dibalas per hari"," dan peringkat Anda di tim. Rentang default adalah 7 hari terakhir.",[10,422,423,424,426,427,52],{},"Anggota hanya bisa membuka laporan ",[14,425,5],{}," lengkap jika role-nya punya izin menu Analitik. Lihat ",[48,428,430],{"href":429},"\u002Fpanduan\u002Ftim","Tim & role",{"title":432,"searchDepth":433,"depth":433,"links":434},"",3,[435,440,445],{"id":28,"depth":436,"text":19,"children":437},2,[438,439],{"id":35,"depth":433,"text":36},{"id":78,"depth":433,"text":79},{"id":192,"depth":436,"text":23,"children":441},[442,443,444],{"id":198,"depth":433,"text":199},{"id":228,"depth":433,"text":229},{"id":249,"depth":433,"text":250},{"id":358,"depth":436,"text":359},"Pantau kepuasan pelanggan (CSAT) dan kecepatan respons pertama tim (FRT).",null,"md",{},true,"\u002Fpanduan\u002Fanalitik",{"title":5,"description":446},"panduan\u002Fanalitik","bdfy62rtgpUYqY-pc9x3bLY_DyEd1-TgU_V-wxnmqQY",1791957694416]