Feature Description

Administrators can view and export Shopee/Lazada/Tokopedia store & employee chat follow-up data in [Management Center – Chat Assistant – Store Performance, Employee Performance], which is convenient to monitoring and managing the data of multi-channel stores and employee chat handling.

Highlight

  1. An account must have [Store Performance] and [Employee Performance] permissions access to view the data dashboard. Permissions can be configured and assigned to sub-accounts through [Role Management]
  2. Support to view data after July 9, 2022 for previously integrated stores
  3. For newly integrated stores, store performance and customer service performance need to wait for the next day to view the data
  4. Store performance support Shopee, Lazada and Tokopedia channels. For Shopee data store performance, need ERP to complete authorization Shopee order evaluation > > > Click to complete authorization
  5. Store deletion: The corresponding store performance data will be lost and cannot be recovered, please operate with carefully!

1. How to check store performance?

  1. Go to Management Centre – Chat Assistant – Store Performance.
  2. Support to filter and view data by channel, store, time, time zone, currency.
  3. About the time zone: After switching the time zone, all the data of the store will be calculated from the selected time zone
    • Countries using UTC/GMT+08:00: China, Malaysia, Philippines, Singapore;
    • Countries using UTC/GMT +07:00: Thailand, Indonesia, Vietnam;
  1. About currency: The currency that guides order amount will be switched to the selected currency unit.
  2. Support to modify the order of columns by dragging and dropping, support custom columns, support to view data by table or graph, and support to export the viewed data.

Unified view of store data owned by the current account

View data for a single store over time

Store performance field definition

Field NameDescription
Store Ratings
Note:Synchronize Seller Center store ratings value through API
Lazada’s seller rating: Number of positive review/total review from verified consumer in the past 8 weeks
Shopee: Store score
Tokopedia:API does not support store ratings
Received ChatThe total number of conversation received by the store during selected time. If you receive multiple message from the same customer on the same day, it count as one conversation. If the customer sends you message continuously over several days, it counts as single conversation per day. For example, if a customer sends you six message in three days, it counts as 3 conversation
Responded ChatThe number of conversation that the store responded during selected time
Number of CustomerThe number of customer that the store received during selected time
Responded CustomerThe number of customer that the store responded during selected time
Respond Rate
Note: Synchronize seller centre respond rate through API
Ginee chat synchronize the response rate of Shopee and Lazada’s seller centre.
Tokopedia API doesn’t support to get the respond rate
AVG ResponseAverage reply refer to the average number of session: number of reply conversation/number of reply customer in the selected time
AVG First Response (minute)Average time to first respond to buyers within the same day within the selected time
BuyersNumber of buyers paid on the day after the message being replied within selected time period
OrdersNumber of order paid on the day of replying message within selected time period
SalesTotal amount paid after the staff replied the message within selected time period (including shipping + discount)
Conversion RateNumber of lead buyers/reply customer within selected time

2. How to check staff performance?

  1. Go to Management Centre – Chat Assistant – Staff Performance.
  2. Support to filter and view data by channel, store, time, time zone, currency.
  3. About the time zone: After switching the time zone, all the data of the store will be calculated from the selected time zone
    • Countries using UTC/GMT+08:00: China, Malaysia, Philippines, Singapore;
    • Countries using UTC/GMT+07:00: Thailand, Indonesia, Vietnam;
  4. About currency: The currency that guides order amount will be switched to the selected currency unit.
  5. Support to modify the order of columns by dragging and dropping, support custom columns, support to view data by table or graph, and support to export the viewed data.

Unify the data of employees who check merchant accounts

View data for a single employee over time

Field NameDescription
Number of storesNumber of authorized store that accessible by staff
Received ChatThe total number of conversation received by the store during selected time. If you receive multiple message from the same customer on the same day, it count as one conversation. If the customer sends you message continuously over several days, it counts as single conversation per day. For example, if a customer sends you six message in three days, it counts as 3 conversation
CustomerThe number of customer that the store received during selected time
Responded ChatThe number of conversation that the store responded during selected time
Responded CustomerThe number of customers who responded to the conversation during the selected time period. If the customer consults within three days, then three days count as one customer
Replied in 10 MinsThe number of 10-minute reply conversations, which refers to the number of replies to conversations by the employee within 10 minutes
Replied in 1HNumber of Reply Sessions in 1 Hour, refers to the number of Reply Sessions by the employee within 1 hour
10 Mins response rateWithin the selected time, the number of customers replied in 10 minutes / the number of customers replied
1H response rateWithin the selected time, the number of customers replied in 1 hour / the number of customers replied
AVG First Response (minute)Average time to first respond to buyers within the same day within the selected time
BuyersNumber of buyers paid on the day after the message being replied within selected time period
OrdersNumber of order paid on the day of replying message within selected time period
SalesTotal amount paid after the staff replied the message within selected time period (including shipping + discount)
Conversion RateNumber of lead buyers/reply customer within selected time

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