📈Chat Dashboard

This guide explain about how our Chat Analytics Dashboard works!

Dashboard Parameters

The following table lists the related parameters for Chat Analytics Dashboard

Conversation activity

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 Created	Total numbers of chat cases received
Active Cases	Total number of chat rooms that are currently handled by the agents
Closed Cases	Total numbers of chat cases that are handled by agents and successfully resolved & closed
Unassigned Cases	Total number of chat cases waiting in the queue
Hold Cases	Total number of chat cases held by agents

Message Status Detail

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

Resolution Rate

The percentage of customer issues or inquiries that are successfully resolved by a support agent during a chat conversation. This metric is used to evaluate the effectiveness of the support team in resolving customer problems and providing satisfactory solutions within the chat channel.

Example Resolution Rate showing on Monthly Basic

Members Check-in Status

Parameter	Description
Live status	Indicates the current online status of the member.
First login time	The timestamp of the member's first login session for the current day or period.
Last logout tume	The timestamp of the member's most recent logout session.
Total login duration	The total time the member has been logged in during the current day or period.

Member message status

Member Status

Example Member status showing on Monthly Basic

Member Details Status

Parameter	Descriptions
First time login	The timestamp of the member's first login session on the given date.
Last logout time	The timestamp of the member's most recent logout session on the given date.
Total login duration	The total time the member was logged in during the given date.
AVG response time	The average time it took for the member to provide an initial response to inquiries or requests on the given date.
AVG resolution time	The average time it took for the member to resolve issues or complete tasks on the given date.
Total handled time	The total time the member spent handling tasks or inquiries on the given date.

Message Volume

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.

Inbound Cases

Percentage of Incoming Chat Rooms from across all channels

Case Tags

A list of case tags, their associated names, and the number of times each tag has been used. Case tags are labels or keywords applied to cases (e.g., support tickets, incidents, issues) to categorize and organize them based on relevant attributes. This allows for efficient filtering, searching, and analysis of cases.

Message Dispositions

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