The chat dashboard shows both real-time and aggregated data. The dashboard can be filtered for various configurations, and you can drill into data by clicking to see filtered pages of Connected, Queued, or Completed chats , or the Agent Monitoring page.
Data refresh rate
The data refreshes at varying rates:
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Every 20 seconds: Live data
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Every 60 seconds: Service Level data
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Every 5 Minutes: Daily aggregated data
Filters
Queue Group: Filter by Queue Group.
Queue
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Language: If you have multiple languages configured, select the language first, then the queue.
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Queue: For Top-level queues, you can drill down and click Applynext to a sub-queue or leaf-queue.
Team: Filter by user teams.
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When a top-level team is selected:
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If the Top-level team is not assigned to a queue, the dashboard will show data aggregated for all of the queues and agents the sub-teams are assigned to.
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If a top-level team is assigned to a queue, the dashboard will show data aggregated for the queues that the top-level team is assigned to AND all of the queues the sub-teams are assigned to.
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Date: Filter by time range. The dashboard shows aggregate data with respect to your computer's time zone. The Date filter does not impact Live metrics (marked with an asterisk, below).
Social: enables you to filter and view the social messaging chat session metrics. For now only WhatsApp will display. This filter will only appear if WhatsApp has been enabled.
Metrics
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Chats:total number of chat interactions.
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Chat volume chart:Chat interaction volume patterns over time in 15 minute increments.
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Service Level:Monitors percentage of chats answered in x amount of seconds.
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Logged in Agent*:Number of agents logged in.
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Live Chat*:# of chats: connected, queued, or in-menu.
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Longest Chat Waiting:Longest ongoing wait time for a chat in queue.
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% Transfers:Percentage of chats that have been transferred.
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Volume per Hour:Average volume of chat interactions per hour.
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Chats Handled:Number of finished chat interactions.
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Average Handle Time:Average length of the interaction [handle time] + [hold time].
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Queue: Most CIQ:Queues with the highest number of chats waiting to be assigned to an Agent.
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Avg Queue Duration (LIVE):Of the chats currently in queues, shows the average duration a consumer is spending waiting to be assigned to an Agent.
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Queues: Longest EWT:Queues with longest estimated wait time.
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Queues: Highest Traffic:Queues with the highest number of chats in the given time frame. Includes failed and abandoned chats.
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Agent Response Avg:Average time for an agent to respond to an end user's message.
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Chats per Agent:Average number of concurrent chat interactions per agent.
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Status Ratio:Chat Status (finished, abandoned, and so on).
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Repeat Contacts:# of callers who had multiple incoming sessions that finished in the same. queue within the configured repeat contact timeframe set in Settings> Operation Management.
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CSAT:Average CSAT from chat interactions handled by Human Agents.
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Social: display the total count of all Social Messaging chat sessions for the time period selected from the Timefilter. Note: For now only WhatsApp will display. This tile will only appear if WhatsApp has been enabled.
