...

.top-button { background-image: url(https://confluence.twin24.ai/download/thumbnails/23986188/baseline_keyboard_arrow_up_white_18dp.png) !important; background-position: center; background-color: #47a7f5 !important; background-repeat: no-repeat; box-shadow: -1px 1.5px 3px #999; color: #47a7f5 !important; border-radius:50px !important; position: fixed; bottom: 45px; left: 93.5%; width: 50px; height: 50px !important; font-size: 12px !important; padding: 14.5px !important; z-index: 2; } .top-button:hover{ background-color: #65b9ff !important; color: #65b9ff !important; } .page-header{ background-color: #232838; background-repeat: no-repeat; background-position: center; width: auto; height: 100px; background-image: url(https://confluence.twin24.ai/download/attachments/23986188/logo_twin-02.png); background-size: 10em; color: #fff; font-size: 20px; padding: 20px; } .page-footer{ background-color: #232838; background-image: url(https://confluence.twin24.ai/download/thumbnails/23986188/decorated-pattern-dark.png); width: auto; height: 10px; color: #fff; text-align: end; font: small-caption; padding-inline-end: 30px; padding-top: 200px; padding-bottom: 30px; } .page-headline{ background-image: url(https://confluence.twin24.ai/download/thumbnails/23986188/Solid256dot8_2changed.png); background-repeat: no-repeat; background-position-x: -227px; background-position-y: center; padding: 20px; background-color: #007bff; width: auto; height: 10px; color: #fff; text-align: center; font: caption; font-weight: 600; } .tabs-menu{ padding-left: 85% !important; }

In the Statistics section you can analyze statistical data, create reports and view graphs that explain how you use Twin services. This can help you understand where your company is doing well and where there is room for improvement

...

.

Analytics

On the side menu click Statistics – Analytics. As a result the Analytics page will open.

...

Reports

On the side menu click Statistics –Reports. As a result a page will open with a list of reports containing payment information . These reports are generated automatically about calls, chats, and notifications.

In the center of the page there is a list of reports that provides the following information:

• Name –report name
• Service – communication channel that was used to make calls or send messages to clients
• Type –type of service for which a report is generated
• Status –current status of a report
• Added –date when a report is generated
• Formed – date when a report file is created for download

The list of reports contains control elements that you can use to download, regenerate and delete reports.

Image Removed

Searching for reports

On the Reports page you can search for specific reports and filter reports by creation date.

To find a necessary report enter its name in the Search field at the top of the page.

To filter reports by creation date set the necessary period of time in the Creation date field.

Search results are displayed automatically.

To delete the specified search and filter values use the Clear button.

Filtering reports by category

On the Reports page you can quickly filter reports by the following categories:

...

To filter reports by category use the buttons located at the top right corner of the page.

When you click on one of these buttons, the system displays only those reports that belong to the selected category.

Generating and downloading reports

The Reports page contains control elements that you can use to perform do the following actions with reports:

– to generate a report (if the system generates a report with an error, you can use this button to generate a report manually).

– to download a report (click on this button to download a generated report as an Excel file).Image Removed – to delete a report (click on this button to delete a report that

Image Added

...

...

...

, click Image Added to delete it.

Invoices

On the side menu click Statistics – Invoices. A page will open with a list of monthly bills that you need to pay for using Twin services. The system generates invoices automatically in the end of every month.

In the center of the page there is a list of invoices that provides the following information:

• Account number – number of the generated invoice. When the system generates an invoice, it automatically creates the account number for that invoice.
• File name – name of file with payment information. The file name includes the account number and creation date of the invoice.
• Amount – amount you need to pay for using Twin services.
• Period – period of time for which you need to pay. Reports are generated for a period of one month.
• Created at – report creation date and time.

Searching for invoices

At the top of the page there are control elements that you can use to search for specific invoices and filter invoices for the necessary period of time.

...

...

To delete the specified search and filter values use the Clear button.

Creating an invoice

To create an invoice click on the area with information about your balance at the top of the page and select Create invoice on the menu.

In the opened menu enter the amount that you want to pay and then click Create an invoice.

...

After you make a payment, the corresponding amount will be added to your balance.

Viewing account transactions

To view account transactions, click on the area with information about your balance at the top of the page and select Account detail.

As a result the Account transactions page will open. This page contains information about all deposits you have made to your company's account over a certain period of time.

At the top of the page there are control elements that allow you to set the necessary period of time to display information about account transactions.

...

...

In the center of the page there is a list of records with the following information:

• Date – payment date
• Base – payment reason (including account number and payment amount)
• Refill – paid amount
• Company number – company ID on the Twin platform

Chat graphs

On the side menu click Statistics – Chat graphs. As a result the Chat graphs page will open that uses counters, charts and graphs to provide statistical information about all your client chats.

At the top of the page there are control elements that allow you to set up parameters and time period to display the necessary information.

In the All chat field you can select the necessary chat in an instant messenger. You can select any chat that is available on the list of chat configurations that you have created for your website pages or linked to social networks and / or third-party services using the API.

In the All operators field you can select a chat operator whose statistics you want to display. You can select any user name that is displayed on the Operators groups page. You can display statistics for one or multiple operators simultaneously.

In the All messengers field you can select an instant messenger that is was used to send messages to clients. You can display statistics for one or multiple instant messengers simultaneously.

The following instant messengers are availablesupported:

• Web
• Telegram
• WhatsApp
• Viber
• Facebook
• Alice
• Yandex
• Vkontakte
• Skype
• Slack
• Wechat
• Snapchat
• Line

...

To display statistics about operator's responses to client messages clients select the There are customer messages check box.

In the All group field you can select the necessary group of operators for chartsgraphs. This option works only in case there is at least one group of operators in your account settings.

In the last field you can set the necessary period of time for charts. You need to to display graphs.

...

...

To clear delete the specified values use the Clear button.

...

The Chat graphs page contains the following information:

• General information on about dialogues with clients:
  • Total number of dialogues
  • The count handled by the robot
  • The percent handled by the robot
  • The count handled by the operator
  • The percent handled by the operator

• General information about the cost of all messages sent in client chats:
  
  • Chats Chat cost per period divided by name
  • Chats Chat cost by day

• General information about the number of client messages in instant messengers:
  
  • Chats the number of messages from users in messengers
  • Chats the number of user messages by day

• General information about the number of operator messages in messengers:
  • Chat the number of messages by operators
  • Chat the number of user messages by day

• General information about the number of messages sent by clients, operators and robotsbots:
  • Chats the number of messages from users by day
  • Chats the number of robot messages by day
  • Chats the number of messages from operators by day

• General information about the most frequent phrases in chats:
  • Chats popular user phrases
  • Chats popular robot phrases

• General information about the number of operator's sessions in chats:
  
  • The number of operator dialogs dialogues in which they wrote messages
  • Number of active dialogs by operator

• • Number of skipped dialogs by operator
  • Dialogs web widget by coordinates

• General information about the activity of operators:
  
  • Operator activity (online)
  • Operator activity (paused)

Notification graphs

On the side menu click Statistics – Notification graphs. A As a result the Notification graphs page will open that uses counters, charts and graphs to provide statistical information about all messages sent to clients via different communication channels.

At the top of the page there are control elements that allow you to set up parameters and time period for the necessary information.

In the first field you can select the necessary channel that is was used to send messages to clients.

In the second field you can select the necessary status. The following Possible values are available:provided in the table below.

...

...

...

...

...

...

...

...

...

...

...

...

...

...

...

In the next field you can set the necessary period of time to display information. You need to specify

...

...

To clear delete the specified values use the Clear button.

The Notification graphs section page provides the following information:

• General information about the number of text messages:
  • Text messages by status
  • Text messages by status (short statuses)
  • Notifications
  • Amount of text messages sent through channels

• • Text messages sent and divided by channels and by days
  • Text messages delivered and divided by channel and by days

• • Amount of parts of SMS messages

•  General information about messages sent using Viber:
  • Viber by statuses and by days
  • Viber by statuses and by days in percentages

Telephony graphs

On the side menu click Statistics – Telephony graphs. A Aa result the Telephony graphs page will open that uses counters, charts and graphs to provide statistical information about all client calls that you made on the Twin platform.

At the top of the page there is a field that allows you to set up parameters and time period for the necessary information.

In this the next field you can set the necessary period of time to display information. You need to specify

...

...

To clear delete the specified values , use the Clear button.

...

• General information:
  • Evaluation of the bot's work (pie chart)
  • Volume of contact

• General information on about calls:
  • Calls for the duration of the 15 min. (pie chart)
  • Calls for the duration of the 60 min. (pie chart)
  • Calls by status for today (pie chart)
  • Calls by status for year (pie chart)
  • Calls by status for 15 min. (pie chart)
  • Calls by status for 30 min. (pie chart)
  • Calls by duration for today (pie chart)
  • Calls for the duration of the year

Image Removed

• General information about the number of calls and the average dialogue time:
  • Trunking level CPS (calls per second)
  • Average handling time

...