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You can have a summarized view of the incoming conversations received by a team on a certain date and live stats of the agents available to take interactions, within the Analytics Dashboard menu.

Dashboard - Team performance

Dashboard - Team performance

Team Performance

The Admin user can choose the date range and filter the team or teams that will count towards the metrics. Below is a detailed description of the metrics shown in the dashboard.

MetricDescription
Average Handle Time [Min]How much time do the agents spend on a chat, on average, during the specified period for the team(s) selected? The information is shown in minutes
Average Response Time [Min]The average time is taken by the agents of the selected teams to respond to customer's messages in the specified period
Total ConversationsTotal number of incoming conversations received by the agents of the selected teams during the specified period
Total conversations from new customersHow many chats are received from new customers (or customers that have never written before to the Contact Center)
Total conversations from returning customersHow many chats are received from customers who have previously written to the platform?
Total CustomersTotal number of customers that engaged with agents on the selected teams during the specified time
Total New CustomersHow many new customers (customers who have never written before to the Contact Center) engaged in a conversation with agents on the selected teams during the specified period
Total Returning CustomersHow many customers have been engaged in a conversation previously with an agent on the selected teams during the specified period
Total MessagesTotal count of messages on all the conversations for the specified period on the selected team(s)
SLA RatePercentage of conversations where the team agents respond to customers below the timeframe set by the administrator
Channel filterFilter the metric by the communication channel of the chat
Team filterFilter the metric by the team
Date rangeFilter the metric by the date of creation of the chat

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SLA for Virtual Teams

  1. SLA for chatbots (grouped under "Virtual Team") is 100%, so the card is default hidden.
  2. If the virtual team and some agent teams are selected, the metric will show only the SLA for the agent teams.

Average Messages per Conversation: Total count of messages divided by the total number of conversations

Live Stats

Live Stats show the current status of the agents and the chats on the platform. These counts are only available for the current day, no date filter is applicable. All counts are at the team level.

Dashboard - Live stats

Dashboard - Live stats

Agents list with real-time statuses

Monitor the agent's real-time performance from the LIVE STATS page. Access the list of agents with detailed real-time live statuses and metrics. Click on the logged-in agents or available agents panels from the AGENTS section.

Realtime agent metrics

Realtime agent metrics

Below is a detailed description of the metrics shown in the dashboard

MetricDescription
Logged-In AgentsThe count of agents that are logged in on the platform. Includes agents in "Available" and "Away" status.
Available AgentsThe count of agents that are logged in and available to take interactions?
Assigned chatsThe count of chats that are open and assigned to an agent
Awaiting agent replyThe count of chats that are open, assigned to an agent, and the last message is from the customer. System messages are not considered.
Awaiting customer replyThe count of chats that are open, assigned to an agent, and the last message is from the agent. System messages are not considered.
Unassigned chatsThe count of chats that are open, handed over to a team but no agent is assigned (waiting in the unassigned tab)
Total closedThe count of chats that are in closed status
Agent closedThe count of chats that are resolved by an agent
System closedThe count of chats that are resolved by the system

Customer Satisfaction

This section of the dashboard shows an overview of the Agent CSAT surveys that have been triggered, within the selected date range.

Dashboard - Customer satisfaction

Dashboard - Customer satisfaction

Below is a detailed description of the metrics shown in the dashboard

MetricDescription
Total responsesCount of total CSAT responses received vs total CSATs sent
Response ratePercentage of responses received from total sent
Total feedbacksCount of total feedbacks received vs total CSATs sent

You can click on the VIEW button of a specific survey to access the detailed reports of that particular CSAT survey. For more details on this, you can refer to the CSAT page