Live Monitoring Dashboard Overview

The live monitoring dashboard provides comprehensive real-time insights into your customer support operations. This powerful tool is organized into four main sections that give you complete visibility into chat flows, agent performance, and system efficiency.

🔴 Real-Time Monitoring Data

Track active conversations and system status with live metrics that update automatically:

Chat Status Metrics

Ongoing Chats

Total number of conversations currently active in your system
Includes all chat types and statuses for complete visibility

Bot Chats

Conversations currently being handled by automated chatbots
Monitor bot effectiveness and handoff patterns

No Rule Matched

Conversations that haven't triggered any assignment rules
Identify potential gaps in your routing configuration

Waiting for Assignment

Chats in the assignment queue awaiting agent allocation
Critical metric for managing customer wait times

Open Chats (Assigned)

Active conversations assigned to agents
Track current agent workload distribution

Awaiting Response

Chats where customers are waiting for agent replies
Monitor response time performance in real-time

Pending

Conversations in pending status requiring attention
Ensure no chats fall through the cracks

👥 Agent Status Overview

Monitor your team's availability and capacity:

Active Agents

Agents currently online and available for chats
Real-time headcount of your available support team

Busy Agents

Agents marked as busy or at capacity
Track when your team is fully utilized

Offline Agents

Agents who have logged out or marked themselves unavailable
Monitor staffing levels and plan coverage accordingly

⏱️ Wait Time Analytics

Key Wait Time Metrics

Average Wait Time

Mean time customers wait for agent assignment today
Critical customer experience indicator

Maximum Wait Time

Longest wait time recorded for the current day
Identifies peak stress periods requiring attention

Wait Time Distribution Analysis

Track how efficiently chats are being assigned throughout the day with detailed time interval breakdowns.

This visualization shows:

Distribution of assignment times across different intervals
Peak assignment periods
Opportunities for optimization

📊 Daily Chat Creation Trends

Monitor chat volume patterns and assignment efficiency with comprehensive daily analytics.

This graph provides insights into:

Chat Creation Patterns: When customers initiate conversations
Assignment Queue Dynamics: How chats move through your system
Peak Volume Periods: Times requiring additional staffing

📈 Key Performance Indicators

Response Time Metrics

Average First Response Time

Time from chat assignment to agent's initial response
Critical for first impression and customer satisfaction

Average Response Time

Mean time for agents to respond to ongoing customer messages
Indicates overall conversation flow efficiency

Average Resolution Time

Time from chat start to successful resolution
Measures overall support process effectiveness

💡 Pro Tip: Use these metrics together to identify bottlenecks in your support process and optimize agent training accordingly.

👤 Agent & Team Performance Summary

Get detailed insights into individual and team performance with comprehensive analytics covering:

Individual Agent Metrics

Personal response times and resolution rates
Chat volume handled per agent
Customer satisfaction scores by agent

Team Performance Overview

Department-level analytics
Comparative performance across teams
Resource allocation insights

Key Benefits:

Identify top performers for recognition and best practice sharing
Spot training opportunities for improvement
Optimize team structure and workload distribution
Track progress on performance goals

⭐ Customer Feedback Integration

Monitor customer satisfaction with integrated feedback analytics from your configured feedback forms.

Feedback Insights Include:

Rating Distributions: Overview of customer satisfaction scores
Trend Analysis: How satisfaction changes over time
Agent-Specific Feedback: Individual performance from customer perspective
Improvement Opportunities: Areas highlighted by customer comments

🎯 Using Your Dashboard Effectively

Best Practices

Monitor Real-Time Metrics: Check ongoing chats and wait times regularly during peak hours
Track Daily Trends: Use historical data to predict staffing needs
Analyze Performance Patterns: Identify successful strategies from top-performing agents
Act on Feedback: Use customer ratings to drive continuous improvement

Alert Thresholds

Consider setting up monitoring for:

Wait times exceeding your service level agreements
Agent utilization rates approaching capacity
Customer satisfaction scores below acceptable levels
Assignment queue buildups during peak periods

The live monitoring dashboard updates in real-time, ensuring you always have the most current view of your customer support operations.