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

Message Status
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

Average Resolution Time

Resolution Rate

Members Check-in Status
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

Member Details Status
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

Inbound Cases

Case Tags


Message Dispositions


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