Analytics

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.

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

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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.

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.

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.

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