About Insights in Real-time dashboard

Role Required

Chat Agent Supervisor

About Insights in Real-time dashboardThe Insights in Real-time dashboard shows Live Chat supervisors real-time insightful information. They can also review information for the last 1 Hour, 8 Hours, or 24 hours and apply a queue filter to review insights for a queue. `

· Agents Online - This shows the number of agents available.

· Total Waiting Chats - This shows the number of chats waiting for agents to be picked up.

· Average Response Time (sec) - This is the average time taken by agents to respond to the chats. The time to respond is calculated by deducting the time chat is landed to the queue, from the time chat is picked up by an agent.

· Agents Offline - The number of agents with not available status.

· Missed - Business Hours - For each tenant business hours can be defined. This shows the number of chats missed within those defined business hours.

· Missed - After Hours -These are the number of chats missed after business hours.

· Average Chat Duration (mins)-This is the average time taken by agents to complete chats.

· Total Active Chats -This is the number of chats currently waiting to be picked up and in progress.