Live Chat Dashboard

The new Live Chat dashboard allows you to review the KPI and the Realtime Insights. You can apply the Queue filter to view a queue-specific Dashboard.

Access level needed - Chat Agent Supervisor

Live Chat KPI - The Live Chat KPI dashboards shows a quick view of the overall live chat KPI performance. These include a number of insightful information, explained below.

Insights in Real-time dashboard -

Total Chats - Total live chats for the selected period and queue.

Open - This is the number of chats currently waiting to be picked and in-progress chats.

Missed - Business Hours - This shows the number of chats missed within pre-defined tenant business hours.

Missed - After Hours - These are the number of chats missed after business hours.

Average Chat Duration (mins) - This is the average time taken by agents to close a chat.

CSAT Average - After each Live Chat is completed a feedback survey is shown to the customer. This insight shows the average feedback received within the selected period and queue.

Responded - This is the average time taken by agents to respond to chats. The time to respond is calculated by deducting the time chat is landed to the queue, from the time chat is picked by an agent.

Average Response Time (sec) - This is the average time taken by agents to respond to chats.

Real-time Insights - This shows real-time insights, you can also review insights of the last 1 Hour, 8 Hours, or 24 hours and apply a queue filter to review insights for a queue.

Insights in Real-time dashboard -

Agents Online - This shows the number of agents available.

Total Waiting Chats - This shows the number of chats waiting for agents to be picked.

Average Response Time (sec) - This is the average time taken by agents to respond to chats. The time to respond is calculated by deducting the time chat is landed to the queue, from the time chat is picked up by an agent.

Agents Offline - The number of agents with not available status.

Missed - Business Hours - For each tenant business hours can be defined. This insight shows the number of chats missed within business hours.

Missed - After Hours -These are the number of chats missed after business hours.

Average Chat Duration (mins)-This is the average time taken by agents to resolve chats.

Total Active Chats -This is the number of chats currently waiting to be picked up and in-progress.