The Agent Chat Dashboard provides the Administrators with real-time Insights related to the performance of Support Agents Groups. It provides details about the Live and Historical conversation. The Live metrics give details on the current status of the Support Agents (In Chat or Idle) and also the users' current status of the Users. The Historical metrics shares details about the chats which were accepted by the Support Agent, chats that were unaccepted by the Support Agent, and the chats which that did not reach the Agent Chat Console along with , and Average Wait & Chat Time. These metrics help the administrator understand and monitor the current usage and helps to understand the metrics related to current and historical chat conversations between support agent groups and users.
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Support Agents, User Requests.
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Support Agents
This segment provides Live information related to the Support Agents for the selected or All groups.
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Waiting indicates the number of User Requests that are in the Waiting queue, awaiting assistance from the Support Agents.
Ongoing indicates the number of User Requests that are in the Ongoing queue, accepted, and in conversation with the Support Agents.
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Last Refreshed on indicates the time at which the metrics data is calculated and updated in the Dashboard. The dashboard is refreshed automatically every 5 minutes . You may set ‘Auto Refresh every’ to automatically refresh the metrics at predefined intervals. It is set to 5 minutes, by default. You may click on the refresh icon to view the metrics to reflect the most recent information. |
Historical Metrics
The Historical Metrics focuses and displays consolidated data of the past information that had happened in the selected time frame for the selected group.
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It represents the total number of unique User Requests received for the Support Agent's assistance for the selected date range and Support Group. In case the request is retransferred, it will not be counted here.
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Total Unaccepted Chats indicates the total number of chats that were not accepted by the Support Agent.
Chat Request Timed Out indicates the number of user requests that were not accepted/attended by the Support Agents due to the Critical Waiting timeout interval.
End-User Aborted Request indicates the number of user requests aborted by the users before the Support Agent could accept the request.
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Unattended Transfer to Agent Requests
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The following are the reports that can be downloaded from the dashboard for the selected Groups and date range: Total User Requests.
Total user requests: Historical Report with information on the unique user requests raised for the Support Agent help.
Agent Accepted Chats: Historical Report with information on the user requests accepted by the Support Agents.
Agent Unaccepted Chats: Historical Report with information on the user requests Chats not accepted by the Support Agents.
Unattended Transfer to Agent Requests: Historical Report with information on unanswered user requests due to Non Business hours of the support group or unavailability of Support Agents.
Support Agents: Live Metrics Report with details on the current Logged in Support Agents.
User Requests: Live Metrics Report with details on the User Requests currently in the Support Group queue.
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