📈Chat Dashboard

This guide explain about how our Chat Analytics Dashboard works!

Dashboard Parameters

Customers Dashboard

The following table lists the related parameters for Chat Analytics Dashboard

Parameter	Description
New Customers	Total New Customers that we receive across all chat channels
Existing Customers	Total number of existing customers

Customers Dashboard

Message Status

Parameter	Description
Total Rooms	Total numbers of chat rooms received
Unassigned Opened Rooms	Total numbers of chat rooms waiting in the queue
Closed Rooms	Total numbers of chat rooms that are handled by agents and succesfully resolved & closed
Assigned Open Rooms	Total numbers of chat rooms that are currently handling by the agents

Total Handling Chat Rooms Dashboard

Average First Response Time

the average amount of time it takes for a customer to receive the first response after initiating contact with a customer support agent. This metric is commonly used to assess the efficiency and responsiveness of a contact center in addressing customer inquiries or issues.

Example Average First Response Time (AFRT) showing on Monthly Basic

Average Resolution Time

The average amount of time it takes for a customer issue or inquiry to be resolved from the moment it is first reported through a chat conversation. It measures the efficiency of the support team in addressing and resolving customer problems in the chat channel.

Example Average Resolution Time (ART) showing on Monthly Basic

Incoming Chat Rooms

Percentage of Incoming Chat Rooms from across all channels

Example of Incoming Chat Rooms from Messenger, LINE OA

Message Dispositions

Classification or categorization of the outcome of a chat interaction between a customer and agent

Example of Message Dispositions on Monthly Basic

Incoming Message Analytics

Example of Incoming Message by Line Charts on Daily Basic

Example of Incoming Message by Bar Charts on Daily Basic

Total Incoming Conversation Traffic

The volume of messages received in our contact center on an hourly basis over a 24-hour period. This intuitive representation allows users to quickly identify peak message times and patterns, facilitating efficient resource allocation and ensuring timely response to customer inquiries. The visual insights provided by the heatmap contribute to effective decision-making and enhance overall operational efficiency in managing contact center activities.

Messages Tags

Channel Status