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.

Conversation metrics

For the conversation metrics, the Admin user can choose the date range and filter the team or teams that will count towards the metrics. For bot metrics, the Admin user can choose "Virtual Teams" to get the performance of all bots or select any bot from the dropdown list to the left of the team selection.

- 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]: Average time taken by the agents of the selected teams to respond to customer's messages in the specified period
- Total Sessions: Total number of incoming conversations received by the agents of the selected teams during the specified period
- Total Sessions from new customers: How many chats are received from new customers (or customers that have never written before to the Contact Center)
- Total Sessions 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
- SLA Rate: Percentage of conversations where the team agents respond to customers below the timeframe set by the administrator

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Enable Admins to receive interactions

Admin users can also receive incoming chats as agents by adding them as team members. When adding the admin user as a team member, the analytics dashboard and the reports will also consider the admin an agent. Also, when the admin user is added as a team member, he will be able to receive transferred interactions from other agents.

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

The metrics will show the data for the current period compared with the last period. For example, if you choose last week's metrics, the dashboard will also show how it compares with the previous week.

By clicking on the cards, the user will get a detailed chart of the chosen metric.

Agent's Live Stats

Agent's Live Stats show the current status of the agents on the platform.

- 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.

• To get a summarized status of agents status on the platform, click Live Stats.