Performance Snapshot

Total Calls Answered in 2023: 22,817
Top 3 Busiest Months by total calls answered:

• September – 3,652
• August – 3,539
• January – 2,254

When compared to 2022, there was increased activity in seven months. March, April, September & November deviated from the typical trend while December exhibited a nearly equal volume of calls answered.

^{Data is from the 2023 calendar year.} 

The graph gives a breakdown of the average number of visitors to the Student Desk by day of the week and query type.

The daily average number of visitors is 53. The average wait time to speak with a staff member is 2 mins 9s. The wait time peaked on Sept 4th to 9mins 51s.

Average service time is 17 mins 21s.

_{The data for this graph was captured between 01/09/2023 to 31/12/2023: 6,152 total visits.}

The graph gives a breakdown of the visitors to the Student Desk by month of the year.

_{The data for this graph was captured between 01/09/2023 to 31/12/2023: 6,152 total visits.}

The graph gives a breakdown of the visitors to the Student Desk by the type of query they had.

_{The data for this graph was captured between 01/09/2023 to 31/12/2023: 6,152 total visits.}

The percentage of students that message the Student Desk chatbot out of hours versus during office hours.

Out of Office hours Conversations : 2,991 (44.92%)
Office hours Conversations: 3,668 (55.08%)
Weekend Conversations: 1,285 (19.30%)

<sub>Data range: 03/04/2023 until 31/12/2023. Total Conversations: 6,658.

To message Rua, visit our contact page.</sub> 

Busiest Time: Wednesdays 2pm - 3pm (124 chats).
Slowest Time: Sundays 2am - 3am (1 chat).

Median Conversation Length: 40 Seconds. This is calculated from the first incoming message in a new conversation until the last message once closed. As Rua is powered by AI, responses are instant.

<sub>Data range: 03/04/2023 until 31/12/2023. Total Conversations: 6,658.

To message Rua, visit our contact page.</sub> 

This graphs shows the days which students message Rua chatbot.

<sub>Data range: 03/04/2023 until 31/12/2023. Total Conversations: 6,658.

To message Rua, visit our contact page.</sub> 

Conversations took place with users from more than 115 different countries. Top 10 Locations (by number of chats)

Ireland - 3,433
India - 300
USA - 289
UK - 170
China - 108
Singapore - 64
Italy - 58
Canada - 58
France - 56
Spain - 50

<sub>Data range: 03/04/2023 until 31/12/2023. Total Conversations: 6,658.

To message Rua, visit our contact page.</sub> 

This graphs shows the breakdown of the 3 devices students use to engage with the chatbot; mobile devices, tablets or desktops. 

The majority, 64.72% accessed the chatbot via desktop, followed by 34.35 on mobile, and 0.93% on tablets.

<sub>Data range: 03/04/2023 until 31/12/2023. Total Conversations: 6,658.

To message Rua, visit our contact page.</sub> 

Over the past several years, email queries have consistently emerged as the predominant mode of communication among those seeking support.

This is evident from the data on interactions categorised by contact type in UniShare. Specifically, the records for 2023 indicate 35,043 instances logged as emails, slightly surpassing the 34,931 recorded in 2022.

The total UniShare interactions logged for 2023 was 74,021.

_{Data is from the 2023 calendar year.} 

We have seen a steady growth year on year with 50,225 interactions in 2020, 57,663 in 2021, 69,296 in 2022 and 74,021 in 2023. These numbers highlight both increased demand and our ability to adapt, such as introducing Rua chatbot, and thrive.

_{Data is from each calendar year.} 

“General” grouping includes 31 sub-groupings ranging from Accommodation queries, Library queries, SISWeb queries to CORU queries & many more.

The total UniShare interactions logged for 2023 was 74,021. 

_{Data is from the 2023 calendar year.}