> For the complete documentation index, see [llms.txt](https://docs.klink.cloud/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.klink.cloud/dashboard-and-reports/analytics-dashboard/chat-dashboard.md).

# Chat Dashboard

Dashboard Parameters

The following table lists the related parameters for Chat Analytics Dashboard

### Conversation activity

<table><thead><tr><th width="253">Parameter</th><th>Description</th></tr></thead><tbody><tr><td>New Customers</td><td>Total New Customers that we receive across all chat channels</td></tr><tr><td>Existing Customers</td><td>Total number of existing customers</td></tr></tbody></table>

<figure><img src="/files/QCP90Ajx5PzHVU8GTght" alt=""><figcaption></figcaption></figure>

### Message Status

<table><thead><tr><th width="245">Parameter</th><th>Description</th></tr></thead><tbody><tr><td>Total Created</td><td>Total numbers of chat cases received</td></tr><tr><td>Active Cases</td><td>Total number of chat rooms that are currently handled by the agents</td></tr><tr><td>Closed Cases</td><td>Total numbers of chat cases that are handled by agents and successfully resolved &#x26; closed</td></tr><tr><td>Unassigned Cases</td><td>Total number of chat cases waiting in the queue</td></tr><tr><td>Hold Cases</td><td>Total number of chat cases held by agents</td></tr></tbody></table>

<figure><img src="/files/MN6Sq3a16MgHr8DULlfS" alt=""><figcaption></figcaption></figure>

### Message Status Detail

<figure><img src="/files/CSsKRE9vDqvRhsw0MEkx" alt=""><figcaption></figcaption></figure>

<figure><img src="/files/yDIGkCPxsgIjdMlIlGQo" alt=""><figcaption></figcaption></figure>

### Average First Response Time

{% hint style="info" %}
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.
{% endhint %}

<figure><img src="/files/CKlXuDf8GQfRLF6UVssZ" alt=""><figcaption><p>Example Average First Response Time (AFRT) showing on Monthly Basic</p></figcaption></figure>

### Average Resolution Time

{% hint style="info" %}
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.
{% endhint %}

<figure><img src="/files/NDuGZQLYcQUpcPiqtNJh" alt=""><figcaption><p>Example Average Resolution Time (ART) showing on Monthly Basic</p></figcaption></figure>

### Resolution Rate

{% hint style="info" %}
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.
{% endhint %}

<figure><img src="/files/ZR4txy3bpTPzGdZYjYC3" alt=""><figcaption><p>Example Resolution Rate showing on Monthly Basic</p></figcaption></figure>

### Members Check-in Status

<table><thead><tr><th width="232">Parameter</th><th>Description</th></tr></thead><tbody><tr><td>Live status</td><td>Indicates the current online status of the member.</td></tr><tr><td>First login time</td><td>The timestamp of the member's first login session for the current day or period.</td></tr><tr><td>Last logout tume</td><td>The timestamp of the member's most recent logout session.</td></tr><tr><td>Total login duration</td><td>The total time the member has been logged in during the current day or period.</td></tr></tbody></table>

<figure><img src="/files/aOFw1l9qx7WgqsEEvimh" alt=""><figcaption></figcaption></figure>

### Member message status

<figure><img src="/files/EWRuNfq2vGYSLVFaAzOB" alt=""><figcaption></figcaption></figure>

### Member Status&#x20;

<figure><img src="/files/M3xSzaraqSrqJc7di213" alt=""><figcaption><p>Example Member status  showing on Monthly Basic</p></figcaption></figure>

### Member Details Status

<table><thead><tr><th width="218">Parameter</th><th>Descriptions</th></tr></thead><tbody><tr><td>First time login</td><td>The timestamp of the member's first login session on the given date.</td></tr><tr><td>Last logout time</td><td>The timestamp of the member's most recent logout session on the given date.</td></tr><tr><td>Total login duration</td><td>The total time the member was logged in during the given date.</td></tr><tr><td>AVG response time</td><td>The average time it took for the member to provide an initial response to inquiries or requests on the given date.</td></tr><tr><td>AVG resolution time</td><td>The average time it took for the member to resolve issues or complete tasks on the given date.</td></tr><tr><td>Total handled time</td><td>The total time the member spent handling tasks or inquiries on the given date.</td></tr></tbody></table>

<figure><img src="/files/X9uXch6Xzz9bxtk8y0x4" alt=""><figcaption></figcaption></figure>

### Message Volume

{% hint style="info" %}
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.
{% endhint %}

<figure><img src="/files/jhC3QJho3BNnbjmVW1vv" alt=""><figcaption></figcaption></figure>

### Inbound Cases

{% hint style="info" %}
Percentage of Incoming Chat Rooms from across all channels
{% endhint %}

<figure><img src="/files/vPZn8IVyCvIPojrDkGIr" alt=""><figcaption></figcaption></figure>

### Case Tags

{% hint style="info" %}
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.
{% endhint %}

<figure><img src="/files/XWN6w0X9aKnettJdl9Ou" alt=""><figcaption></figcaption></figure>

<figure><img src="/files/TAMjUgPNPqozqlAvJuIC" alt=""><figcaption></figcaption></figure>

### Message Dispositions

{% hint style="info" %}
Classification or categorization of the outcome of a chat interaction between a customer and an agent.
{% endhint %}

<figure><img src="/files/W46LLbh3Hq9nE9AWQGL5" alt=""><figcaption></figcaption></figure>

<figure><img src="/files/ujX2fgxWGXAftBpE78dv" alt=""><figcaption></figcaption></figure>


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