The Agent Chat Dashboard provides you with real-time insights related to the performance of Support Agents Groups. It provides details about the Live and Historical conversation. These metrics help you to understand and monitor the current usage, metrics related to chat conversations between support agent groups and users.
To access the Agent Chat Dashboard,
Click on Support Agent on the Main menu and navigate to Agent Chat Dashboard.
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How to view Live Metrics about Support Agents?
To view Live Metrics for your bot, follow the below steps:
Navigate to Support Agent → Agent Chat Dashboard → Live Metrics.
Select the Support Group from the predefined list. You may select All to see metrics of all Support Groups.
Click Apply.
The metrics will be calculated for the selected Support Group.
How to view Historical Metrics?
Navigate to Support Agent → Agent Chat Dashboard → Historical Metrics.
Select the Date Range from the predefined list. You may select custom to set a specific date and time range.
Select the Support Group from the predefined list. You may select All to see metrics of all Support Groups.
Click Apply.
The metrics will be calculated for the selected Date Range and Support Group.
How to view and download the Agent Accepted Chat report?
Navigate to Support Agent → Agent Chat Dashboard → Historical Metrics.
In Historical metrics, view the Agent Accepted Chats
Click on the download button to download the Agent Accepted Chats Report in a CSV file.
How to view and download the Agent Unaccepted Chat report?
Navigate to Support Agent → Agent Chat Dashboard → Historical Metrics.
In Historical metrics, view the Agent Unaccepted Chats
Click on the download button to download the Agent Unaccepted Chats Report in a CSV file.
How to view and download the Unattended Transfer to Agent requests report?
Navigate to Support Agent → Agent Chat Dashboard → Historical Metrics.
In Historical metrics, view the Unattended Transfer to Agent requests
Click on the download button to download the Unattended Transfer to Agent requests Report in a CSV file.