Exploring Live Monitoring Dashboard

The new live monitoring dashboard is divided into 4 sections that tells the number of chats flowing in the system and how agents are working in the system.

Below are the detailing of the sections:

Real time/ Live monitoring data

Ongoing Chats: Total number of conversations that are currently active

Bot Chats: Conversations that are handled by the bot

No Rule Matched: Conversations that have not matched with any assignment rule

Waiting for Assignment: Conversations that are waiting for assignment and are present in the assignment queue

Open Chats (Assigned): Conversations which are assigned to the agents and are in the open status

Awaiting Response: Conversations which are in the awaiting response status

Pending: Conversations that are in pending status

Agents

Active Agents: Agents that are active and online at the moment

Busy Agents: Agents that are in busy status

Offline Agents: Agents that have either logged out or have marked themselves as unavailable

Wait Time

Avg Wait Time: Average time taken to assign the chat to an agent in the current day

Max Wait time: Maximum time taken to assign the chat to an agent in the current day

Time taken to assign the chats for current day

This graph shows the wait time intervals in which all the chats got assigned in the current day

Chats created for current day

This graph tells the number of chats that got created, were waiting for assignment and then went for assignment in different time intervals in the current day

Key Performance Metric

Average First Response Time: Evaluate the average time it takes for an agent to provide the first response to customers upon chat assignment.

Average Response Time: Determine the average time it takes for an agent to respond to customer messages.

Average Resolution Time: Examine the average time it takes for an agent to resolve customer chats.

Agent & Team Summary

The Agent & Team Summary provides a detailed overview of how individual agents and teams are operating within the system at present. This summary offers insights into various aspects of their performance and activity levels, facilitating a comprehensive understanding of their effectiveness and efficiency.

Customer Feedback

Customer feedback summary shows the feedback rating received on the linked based form configured by the brands.