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<!DOCTYPE html>
<html lang="ru">
<html lang="en">
<head>
<title>Отчёт по Линиям</title>
<title>Live chats report</title>
<meta name="generator" content="Help+Manual" />
<meta name="keywords" content="" />
<meta http-equiv="Content-Type" content="text/html; charset=UTF-8" />
<meta http-equiv="X-UA-Compatible" content="IE=edge" />
<meta name="viewport" content="width=device-width, initial-scale=1.0">
<meta name="description" content="Виджет используется для построения отчёта в разделе Линии. С помощью виджета вы можете проанализировать работу вашего чат-центра — проверить эффективность операторов и линий,..." />
<meta name="description" content="The Live Chats Report widget is used to make reports in the Live&nbsp;Chats workspace. Using this widget, you can analyze the performance of your live chats: check the efficiency of..." />
<meta name="picture" content="" />
<meta property="og:type" content="website" />
<meta property="og:title" content="Cправка по Low-code платформе ELMA365" />
<meta property="og:url" content="https://elma365.com/ru/help" />
<meta property="og:image" content="" />
<meta property="og:site_name" content="ELMA365" />
<meta property="og:title" content="Full documentation for BRIX365 platform. Low-code developer guide. User guide. Admin guide. Developer guide." />
<meta property="og:url" content="https://brix365.com/en/help" />
<meta property="og:image" content="" />
<link rel="icon" href="favicon.png" type="image/png" />
<link href="https://fonts.googleapis.com/css2?family=Inter:wght@400;500;600;700&display=swap" rel="stylesheet" />
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<link rel="stylesheet" href="./article.css" />
<link rel="stylesheet" href="./glossary.css" />
<link rel="stylesheet" href="./theme.css" />
<script type="text/javascript" src="jquery.js"></script>
<script type="text/javascript" src="helpman_settings.js"></script>
<script type="text/javascript" src="helpman_topicinit.js"></script>
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</head>
<body>
<script async src="https://www.googletagmanager.com/gtag/js?id=G-M6ETBEC1R9"></script><script>window.dataLayer=window.dataLayer || []; function gtag(){dataLayer.push(arguments);}gtag('js', new Date()); gtag('config', 'G-M6ETBEC1R9');</script>
<script>!function(e,t,c,n,r,a,m){e.ym=e.ym||function(){(e.ym.a=e.ym.a||[]).push(arguments)},e.ym.l=1*new Date;for(var s=0;s<document.scripts.length;s++)if(document.scripts[s].src===n)return;a=t.createElement(c),m=t.getElementsByTagName(c)[0],a.async=1,a.src=n,m.parentNode.insertBefore(a,m)}(window,document,"script","https://mc.yandex.ru/metrika/tag.js"),ym(83179930,"init",{clickmap:!0,trackLinks:!0,accurateTrackBounce:!0,webvisor:!0})</script><noscript><div><img alt=""src=https://mc.yandex.ru/watch/83179930 style=position:absolute;left:-9999px></div></noscript>
<header class="header elma-365">
<div class="container">
<a class="header__logo" href="https://elma365.com/ru/help">
<img src="./logo.svg" alt="header logo">
<a class="header__logo" href="https://brix365.com/en/help">
<img src="./logo-en.svg" alt="header logo">
</a>
<!-- <div class="hero__search-form" id="search-panel">
<form class="search-form" onsubmit="ym(83179930,'reachGoal','poisk')">
<form class="search-form" onsubmit="ym(83180416,'reachGoal','poisk')">
<label class="search-form__label">
<span id="reset-search" class="search__icon"></span>
<input class="search-form__input" type="text">
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</div>
<div class="header__navi">
<ul class="header__list"><li><span class="solution-select"><span class="solution-select__selected"></span><svg width="7" height="4" viewBox="0 0 7 4" fill="none" xmlns="http://www.w3.org/2000/svg"><path d="M1 1L3.5 3.5L6 1" stroke="white" stroke-linecap="round" stroke-linejoin="round"/></svg><ul class="solution-select__list"><li><a class="project-link" href="https://elma365.com/ru/help/platform/get-trial.html">Платформа</a></li><li><a class="project-link" href="https://elma365.com/ru/help/ecm/ecm-functions.html">ECM</a></li><li><a class="project-link" href="https://elma365.com/ru/help/crm/crm_overview.html">CRM</a></li><li><a class="project-link" href="https://elma365.com/ru/help/service/service-functions.html">Service</a></li><li><a class="project-link" href="https://elma365.com/ru/help/projects/projects-functions.html">Проекты</a></li><li><a class="project-link" href="https://elma365.com/ru/help/business_solutions/-elma365-store.html">Бизнес-решения</a></li></ul></span></li><li><a href="https://api.elma365.com/ru/"target="_blank">API</a></li><li><a href="https://tssdk.elma365.com/"target="_blank">SDK</a></li><li><a href="https://community.elma365.com/" target="_blank">Community</a></li><li><a href="https://elma-academy.com/ru/" target="_blank">Академия</a></li><li><a href="https://elma365.com/ru/" target="_blank">Сайт ELMA365</a></li></ul>
<ul class="header__list"><li><span class="solution-select"><span class="solution-select__selected"></span><svg width="7" height="4" viewBox="0 0 7 4" fill="none" xmlns="http://www.w3.org/2000/svg"><path d="M1 1L3.5 3.5L6 1" stroke="white" stroke-linecap="round" stroke-linejoin="round"/></svg><ul class="solution-select__list"><li><a class="project-link" href="https://brix365.com/en/help/platform/get-trial.html">Platform</a></li><li><a class="project-link" href="https://brix365.com/en/help/ecm/ecm-functions.html">ECM</a></li><li><a class="project-link" href="https://brix365.com/en/help/crm/crm_overview.html">CRM</a></li><li><a class="project-link" href="https://brix365.com/en/help/service/service-functions.html">Service</a></li><li><a class="project-link" href="https://brix365.com/en/help/projects/projects-functions.html">Projects</a></li><li><a class="project-link" href="https://brix365.com/en/help/business_solutions/-elma365-store.html">Business Solutions</a></li></ul></span></li><li><a href="https://api.brix365.com/en/" target="_blank">API</a></li><li><a href="https://tssdk.brix365.com/" target="_blank">SDK</a></li></ul>
</div>
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<aside class="sidebar" id="sidebar">
<div class="sidebar__header">
<a class="header__logo" href="https://elma365.com/ru/help">
<img src="./logo-light.svg">
<a class="header__logo" href="https://brix365.com/en/help">
<img src="./logo-light-en.svg">
</a>
<span class="sidebar__close elma-365-close" id="close"></span>
</div>
@ -94,15 +92,15 @@
<div class="article-inner">
<div class="content">
<header class="article__header">
<div class="article__bread" style="display:flex; gap:10px;">
<div class="article__bread" style="display:flex; gap:10px;">
<span id="subcategory" class="search-res__item-category search-res__item-category_subcategory subcategory article__badge"></span>
<div class="topic__breadcrumbs">
<p>Low-code дизайнер &gt; <a href="interface_settings.html">Создание интерфейсов</a> &gt; Типы виджетов &gt; Виджеты раздела «Линии» / Отчёт по Линиям</p>
<p>Low-code designer &gt; <a href="interface_settings.html">Set up interfaces</a> &gt; Widget types &gt; Live chats widgets / Live chats report</p>
</div>
</div>
<div class="topic__title"><h1 class="p_Heading1"><span class="f_Heading1">Отчёт по Линиям</span></h1>
<div class="topic__title"><h1 class="p_Heading1"><span class="f_Heading1">Live chats report</span></h1>
</div>
</header>
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<a href="#h1-article" class="scroll-top"></a>
</div>
<!-- Placeholder for topic body. -->
<p class="p_Normal">Виджет используется для построения <a href="chat_reports.html" class="topiclink">отчёта</a> в разделе <span style="font-weight: bold;">Линии</span>. С помощью виджета вы можете проанализировать работу вашего чат-центра — проверить эффективность операторов и линий, посмотреть объём поступающих обращений и т. д. </p>
<h2 class="p_Heading2"><span class="f_Heading2">Добавление виджета </span></h2>
<p class="p_Normal">Чтобы разместить виджет на странице, перетащите его с правой панели <a href="interface_designer.html" class="topiclink">дизайнера интерфейсов</a> на поле для моделирования или нажмите кнопку <span style="font-weight: bold;">+Виджет</span>. Подробнее о добавлении виджетов читайте в статье <a href="360027211631.html" class="topiclink">«Добавить виджет на страницу»</a>.</p>
<p class="p_Normal">В открывшемся окне выполните настройку. </p>
<h3 class="p_Heading3"><span class="f_Heading3">Вкладка «Основные» </span></h3>
<p class="p_Normal"><img alt="chatdesk-report-1" width="653" height="429" style="margin:0;width:653px;height:429px;border:none" src="chatdesk-report-1.png"/></p>
<p style="line-height: 1.20; margin: 7px 0 16px 0;"><span style="font-family: Inter;">The </span><span style="font-family: Inter; font-weight: bold;">Live Chats Report</span><span style="font-family: Inter;"> widget is used to make <a href="chat_reports.html" class="topiclink">reports</a> in the </span><span style="font-family: Inter; font-weight: bold;">Live Chats</span><span style="font-family: Inter;"> workspace. Using this widget, you can analyze the performance of your live chats: check the efficiency of operators and live chats, see the amount of incoming requests, etc.</span></p>
<h2 class="p_Heading2"><span class="f_Heading2">Add the widget</span></h2>
<p style="line-height: 1.20; margin: 7px 0 16px 0;"><span style="font-family: Inter;">To place the widget on a page, drag it from the right-side panel of the <a href="interface_designer.html" class="topiclink">interface designer</a> to the modeling canvas or click </span><span style="font-family: Inter; font-weight: bold;">+Widget</span><span style="font-family: Inter;">. Read more about adding widgets in the <a href="360027211631.html" class="topiclink">Add a widget to a page</a> article.</span></p>
<p style="line-height: 1.20; margin: 7px 0 16px 0;"><span style="font-family: Inter;">In the window that opens, configure the widget.</span></p>
<h3 class="p_Heading3"><span class="f_Heading3">Main tab</span></h3>
<p style="line-height: 1.20; margin: 7px 0 7px 0;"><img alt="chatdesk-report-1" width="868" height="538" style="margin:0;width:868px;height:538px;border:none" src="chatdesk-report-1.png"/></p>
<ul style="list-style-type:disc">
<li class="p_Normal"><span style="font-weight: bold;">Название отчёта</span><span style="font-weight: bold; color: #ff0000;">*</span> — укажите название отчёта, которое будет отображаться в его заголовке; </li><li class="p_Normal"><span style="font-weight: bold;">Метрика</span><span style="color: #ff0000;">*</span> — из раскрывающегося списка выберите метрику, по которой будет строиться отчёт: <ul style="list-style-type:circle">
<li class="p_Normal"><span style="font-weight: bold;">Средняя скорость ответа</span> — средняя скорость ответа операторов, работающих на линии;</li><li class="p_Normal"><span style="font-weight: bold;">Максимальное время ожидания</span> — время ожидания клиента между ответами оператора; </li><li class="p_Normal"><span style="font-weight: bold;">Средняя скорость первого ответа</span> — усреднённое время между взятием сессии в работу и ответом на сообщение клиента; </li><li class="p_Normal"><span style="font-weight: bold;">Доля ответов бота</span> — процент ответов бота в сессиях; </li><li class="p_Normal"><span style="font-weight: bold;">Средняя длительность сессии</span> — средняя продолжительность сессии до её закрытия; </li><li class="p_Normal"><span style="font-weight: bold;">Количество обработанных обращений</span> — общее количество принятых и обработанных обращений на линии; </li></ul>
<li class="p_Normal"><span style="font-weight: bold;">Разрез</span><span style="font-weight: bold; color: #ff0000;">*</span> — из раскрывающегося списка выберите параметр, в разрезе которого будет строиться отчёт. В зависимости от выбранной метрики могут быть доступны варианты: <span style="font-weight: bold;">Операторы</span>, <span style="font-weight: bold;">Группы</span> <span style="font-weight: bold;">операторов</span>, <span style="font-weight: bold;">Линии</span> или <span style="font-weight: bold;">Вся компания</span>; </li><li class="p_Normal"><span style="font-weight: bold;">Представление</span><span style="font-weight: bold; color: #ff0000;">*</span> — выберите, в каком виде будет формироваться отчёт: графиком или таблицей; </li><li class="p_Normal"><span style="font-weight: bold;">Тип графика</span><span style="font-weight: bold; color: #ff0000;">*</span> — поле появляется при выборе представления График. Из раскрывающегося списка выберите тип графика: столбчатый вертикальный, столбчатый горизонтальный, линейный или круговой; </li><li class="p_Normal"><span style="font-weight: bold;">Показывать легенду</span><span style="font-weight: bold; color: #ff0000;">*</span> — поле появляется при выборе представления <span style="font-weight: bold;">График</span>. Отметьте опцию, чтобы рядом с графиком отображалось значение, выбранное в поле <span style="font-weight: bold;">Метрика</span><span style="font-weight: bold; color: #ff0000;">*</span>; </li><li class="p_Normal"><span style="font-weight: bold;">Группировать также по</span><span style="font-weight: bold; color: #ff0000;">*</span> — поле появляется при выборе представления <span style="font-weight: bold;">Таблица</span>, а также если в поле <span style="font-weight: bold;">Разрез</span> указано значение <span style="font-weight: bold;">Операторы</span> или <span style="font-weight: bold;">Группы операторов</span>. Нажмите на плюс, чтобы выбрать из списка свойства по которым будут группироваться данные в таблице. </li></ul>
<h2 class="p_Heading2"><span class="f_Heading2">Вкладки «События» и «Системные»</span></h2>
<p class="p_Normal">На этих вкладках задаются системные настройки, одинаковые для всех виджетов. Они позволяют управлять видимостью виджетов и доступом к ним, настраивать их поведение при наведении курсора и т. д. Подробнее об этом читайте в статье <a href="common_widget_settings.html" class="topiclink">«Системные настройки виджетов»</a>.</p>
<p class="p_Normal">Для завершения настройки виджета нажмите кнопку <span style="font-weight: bold;">Сохранить</span>. </p>
<p class="p_Normal">Чтобы настроенная страница стала доступна пользователям, нажмите <span style="font-weight: bold;">Сохранить</span> и <span style="font-weight: bold;">Опубликовать </span>на верхней панели дизайнера интерфейсов.</p>
<li style="line-height: 1.20; margin-top: 7px; margin-right: 0; margin-bottom: 7px;"><span style="font-family: Inter; font-weight: bold;">Report name</span><span style="font-family: Inter; font-weight: bold; color: #ff0000;">*</span><span style="font-family: Inter;">. Specify the name of the report. It will be shown in its title.</span></li><li style="line-height: 1.20; margin-top: 7px; margin-right: 0; margin-bottom: 7px;"><span style="font-family: Inter; font-weight: bold;">Metric</span><span style="font-family: Inter; font-weight: bold; color: #ff0000;">*</span><span style="font-family: Inter;">. Select a metric that the report will be based on from the drop‑down list.</span><ul style="list-style-type:circle">
<li style="line-height: 1.20; margin-top: 7px; margin-right: 0; margin-bottom: 7px;"><span style="font-family: Inter; font-weight: bold;">Average Response Time</span><span style="font-family: Inter;">. The average time it takes the live chat’s operators to respond to customers’ messages.</span></li><li style="line-height: 1.20; margin-top: 7px; margin-right: 0; margin-bottom: 7px;"><span style="font-family: Inter; font-weight: bold;">Maximum Wait Time</span><span style="font-family: Inter;">. The maximum time a customer has to wait in between the operator’s responses.</span></li><li style="line-height: 1.20; margin-top: 7px; margin-right: 0; margin-bottom: 7px;"><span style="font-family: Inter; font-weight: bold;">Average First Response Time</span><span style="font-family: Inter;">. The average time that passes between the moment a session is assigned to an operator and the moment the customer gets a reply.</span></li><li style="line-height: 1.20; margin-top: 7px; margin-right: 0; margin-bottom: 7px;"><span style="font-family: Inter; font-weight: bold;">Percentage of Bot Responses</span><span style="font-family: Inter;">. Percentage of responses in sessions that are sent by the bot.</span></li><li style="line-height: 1.20; margin-top: 7px; margin-right: 0; margin-bottom: 7px;"><span style="font-family: Inter; font-weight: bold;">Average Session Duration</span><span style="font-family: Inter;">. The average duration of a session before it is closed.</span></li><li style="line-height: 1.20; margin-top: 7px; margin-right: 0; margin-bottom: 7px;"><span style="font-family: Inter; font-weight: bold;">Number of Processed Requests</span><span style="font-family: Inter;">. The total number of requests received and processed in a live chat.</span></li></ul>
<li style="line-height: 1.20; margin-top: 7px; margin-right: 0; margin-bottom: 7px;"><span style="font-family: Inter; font-weight: bold;">Broken down by</span><span style="font-family: Inter; font-weight: bold; color: #ff0000;">*</span><span style="font-family: Inter;">. In the drop-down list, select the parameter that the data will be broken down by. Depending on the metric selected, the following options may be available: </span><span style="font-family: Inter; font-weight: bold;">Operators</span><span style="font-family: Inter;">, </span><span style="font-family: Inter; font-weight: bold;">Operator Groups</span><span style="font-family: Inter;">, </span><span style="font-family: Inter; font-weight: bold;">Live Chats</span><span style="font-family: Inter;">, and </span><span style="font-family: Inter; font-weight: bold;">Entire Company</span><span style="font-family: Inter;">.</span></li><li style="line-height: 1.20; margin-top: 7px; margin-right: 0; margin-bottom: 7px;"><span style="font-family: Inter; font-weight: bold;">View</span><span style="font-family: Inter; font-weight: bold; color: #ff0000;">*</span><span style="font-family: Inter;">. Select the way the report will be displayed: as a table or as a chart.</span></li><li style="line-height: 1.20; margin-top: 7px; margin-right: 0; margin-bottom: 7px;"><span style="font-family: Inter; font-weight: bold;">Chart type</span><span style="font-family: Inter; font-weight: bold; color: #ff0000;">*</span><span style="font-family: Inter;">. This field appears if you choose the </span><span style="font-family: Inter; font-weight: bold;">Chart</span><span style="font-family: Inter;"> view. From the drop‑down list, select the chart type: vertical bars, horizontal bars, line chart, or pie chart.</span></li><li style="line-height: 1.20; margin-top: 7px; margin-right: 0; margin-bottom: 7px;"><span style="font-family: Inter; font-weight: bold;">Show legend</span><span style="font-family: Inter; font-weight: bold; color: #ff0000;">*</span><span style="font-family: Inter;">. This field appears if you choose the </span><span style="font-family: Inter; font-weight: bold;">Chart</span><span style="font-family: Inter;"> view. Check the box if you want the value selected in the </span><span style="font-family: Inter; font-weight: bold;">Metric</span><span style="font-family: Inter;"> field to be displayed next to the live chart.</span></li><li style="line-height: 1.20; margin-top: 7px; margin-right: 0; margin-bottom: 7px;"><span style="font-family: Inter; font-weight: bold;">Also group by</span><span style="font-family: Inter; font-weight: bold; color: #ff0000;">*</span><span style="font-family: Inter;">. This field appears if you choose the </span><span style="font-family: Inter; font-weight: bold;">Table</span><span style="font-family: Inter;"> view, and the value of the </span><span style="font-family: Inter; font-weight: bold;">Broken down by </span><span style="font-family: Inter;">field is </span><span style="font-family: Inter; font-weight: bold;">Operators</span><span style="font-family: Inter;"> or </span><span style="font-family: Inter; font-weight: bold;">Operator Groups</span><span style="font-family: Inter;">. Click the plus icon to add a field to the list of properties that will be used to group data in the table.</span></li></ul>
<h3 class="p_Heading3"><span class="f_Heading3">Events and System tabs</span></h3>
<p style="line-height: 1.20; background: #ffffff; margin: 7px 0 16px 0;"><span style="font-family: Inter;">These tabs contain settings similar for all widgets. They allow you to set the widget’s visibility and access permissions, configure the widget’s behavior when the user hovers over it, etc. Read more about these settings in the <a href="common_widget_settings.html" class="topiclink">System widget settings</a> article.</span></p>
<p style="line-height: 1.20; background: #ffffff; margin: 7px 0 16px 0;"><span style="font-family: Inter;">To finish configuring the widget, click </span><span style="font-family: Inter; font-weight: bold;">Save</span><span style="font-family: Inter;">.</span></p>
<p style="line-height: 1.28; margin: 0 0 11px 0;"><span style="font-size: 15px; font-family: Inter;">To make the page available to users, click </span><span style="font-size: 15px; font-family: Inter; font-weight: bold;">Save</span><span style="font-size: 15px; font-family: Inter;"> and </span><span style="font-size: 15px; font-family: Inter; font-weight: bold;">Publish</span><span style="font-size: 15px; font-family: Inter;"> on the interface designer toolbar.</span></p>
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