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.
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 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 |
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 on the platform.
Dashboard - Live stats
Below is a detailed description of the metrics shown in the dashboard
| Metric | Description |
|---|---|
| Logged-In Agents | How many agents are logged in on the platform? Includes agents in "Available" and "Away" status. |
| Available Agents | How 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.
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 17 days ago