📈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 |
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 |
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.
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.
Incoming Chat Rooms
Percentage of Incoming Chat Rooms from across all channels
Message Dispositions
Classification or categorization of the outcome of a chat interaction between a customer and agent
Incoming Message Analytics
Total Incoming Message Heat Map
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.
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