Analytics
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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
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.
| Metric | Description |
|---|---|
| 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 Conversations | Total number of incoming conversations received by the agents of the selected teams during the specified period |
| Total conversations from new customers | How many chats are received from new customers (or customers that have never written before to the Contact Center) |
| Total conversations from returning customers | How many chats are received from customers who have previously written to the platform? |
| Total Customers | Total number of customers that engaged with agents on the selected teams during the specified time |
| Total New Customers | How 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 Customers | How many customers have been engaged in a conversation previously with an agent on the selected teams during the specified period |
| Total Messages | Total count of messages on all the conversations for the specified period on the selected team(s) |
| SLA Rate | Percentage of conversations where the team agents respond to customers below the timeframe set by the administrator |
| Channel filter | Filter the metric by the communication channel of the chat |
| Team filter | Filter the metric by the team |
| Date range | Filter the metric by the date of creation of the chat |
SLA for Virtual Teams
- SLA for chatbots (grouped under "Virtual Team") is 100%, so the card is default hidden.
- 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
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
Below is a detailed description of the metrics shown in the dashboard
| Metric | Description |
|---|---|
| Logged-In Agents | The count of agents that are logged in on the platform. Includes agents in "Available" and "Away" status. |
| Available Agents | The count of agents that are logged in and available to take interactions? |
| Assigned chats | The count of chats that are open and assigned to an agent |
| Awaiting agent reply | The 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 reply | The count of chats that are open, assigned to an agent, and the last message is from the agent. System messages are not considered. |
| Unassigned chats | The count of chats that are open, handed over to a team but no agent is assigned (waiting in the unassigned tab) |
| Total closed | The count of chats that are in closed status |
| Agent closed | The count of chats that are resolved by an agent |
| System closed | The 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
Below is a detailed description of the metrics shown in the dashboard
| Metric | Description |
|---|---|
| Total responses | Count of total CSAT responses received vs total CSATs sent |
| Response rate | Percentage of responses received from total sent |
| Total feedbacks | Count 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
Updated 4 months ago