Dashboards

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.

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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 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

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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 on the platform.

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Dashboard - Live stats

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

MetricDescription
Logged-In AgentsHow many agents are logged in on the platform? Includes agents in "Available" and "Away" status.
Available AgentsHow many agents are logged in and available to take interactions?

Customer Satisfaction

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

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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