Statistics
See how many inquiries you get, how much Noa handles, and how fast customers get an answer.
Statistik ("Statistics") in the menu shows how things are going over time. At the top is a sentence that sums up the period, for example "In the last 30 days you got 190 inquiries. Noa handled 58 % on her own, and customers typically got a reply within 4 minutes."
Pick a period
In the top right, choose 7 dage ("7 days"), 30 dage ("30 days"), 13 uger ("13 weeks") or 12 mdr. ("12 months"). Everything on the page is compared with an equally long period just before.
Key figures
| Figure | Means |
|---|---|
| Henvendelser ("Inquiries") | Everything that came in through forms, mail and calls, excluding spam, deleted inquiries and mail you started yourselves. Under the number you see the split between mail, forms and calls. |
| Klaret af Noa alene ("Handled by Noa alone") | The ones Noa replied to on her own (autopilot), and calls she handled without you. Underneath you see how many you handled yourselves. |
| Tid til første svar ("Time to first reply") | From when the inquiry came in until the first reply was sent from here by mail. The number is a median, and 9 af 10 inden for … ("9 in 10 within …") shows the longest time 90 % took. |
| Venter på svar nu ("Waiting for reply now") | Open inquiries with no reply after the customer's latest message. The same as Venter på dig ("Waiting for you") on the home page. Does not follow the period. |
Under each number you see whether it went up, went down, or is omtrent som forrige periode ("about the same as the previous period"). It only says up or down when the difference is bigger than chance would normally give.
Reply time is counted in calendar time, so nights and weekends count. Telenoa cannot see replies given on the phone or from another mail program, and calls do not count towards reply time.
The charts
- Henvendelser over tid ("Inquiries over time"): per day, week or month. Choose I alt ("Total"), Formularer ("Forms"), Mails or Opkald ("Calls"). A dashed line means the day is not over yet.
- Hvornår skriver og ringer kunderne? ("When do customers write and call?"): a map of weekdays and times of day that shows when you are busiest.
- Svartiden over tid ("Reply time over time"): the median for the first reply, day by day.
Click Vis som tabel ("Show as table") under a chart to see the numbers.
Breakdown
Further down you find:
- Hvem klarede det ("Who handled it"): where the inquiries from the period ended up: Noa alene ("Noa alone"), Teamet ("The team") or Stadig åbne ("Still open"). Here you can also see how often Noa's draft was sent unchanged when the team replied.
- Svartider fordelt ("Reply times broken down"): how long each first reply took.
- Kategorier ("Categories") and Kilder ("Sources"): what the inquiries were about and where they came in. Click a category to see the inquiries.
- Teamet ("The team"): replies sent from Telenoa per person.
If you are unsure about a number, expand Sådan er tallene regnet ("How the numbers are calculated") at the bottom of the page.