Users who have issues communicating with Luma can directly request to communicate with a live Agent. The Agent Chat Console is an interface for agents to handle multiple inbound requests from users. The Agent Chat Dashboard provides managers with real-time insight into the s. This helps them monitor usage and plan for staffing levels based on volumes. The following data is available through this dashboard:
- Number of currently logged in agents
- Number of users waiting in the queue
- Number of accepted conversations for the day
- Average conversation time
- Average wait time
- Number of User exits
- Number of Agent exits
To access the Agent Chat Dashboard, an analyst, developer or administrator can n . The Agent Chat Dashboard appears as shown .
All metrics are based on the UTC time zone.
The Agent Chat Dashboard consists of two sections - Live Metrics and Historical Metrics.
section focuses on key data for the current day (based on UTC time zone) and consists of the following:
- Logged in Agents
- Waiting in Queue
Logged in Agents: This tile shows the current number of agents logged into the Agent Chat Console and how many of them are engaged in active conversations with users.
Waiting in Queue: This tile shows the number of users currently waiting for their transfer to agent request to be accepted.
Conversations: This metrics shows the total number of accepted chat conversations for the day broken down by in progress and completed.
The Historical Metrics focuses on key data for a longer time period and consists of the following:
- User Requests
- Average Time Spent
- User Exits
- Agent Exits
The historical metrics data can be filtered by date:
- Last 7 days
- Last 30 days
- Last 90 days
- Last 180 days
User Requests: This tile shows the total number of transfer to agent requests and how many of them were accepted by agents. It displays the number of chat requests made by users through Luma during the time period. It also displays the number of chat requests that were accepted by agents during the time period.
Average Time Spent: shows the average time spent chatting with users in a conversation as well as the users spent waiting for their request to be accepted.
Agent Chat Console