Chat Dashboard

This page provides a detailed analysis of chat interactions. It includes metrics on handled and unhandled chats, response speed, agent performance, and key time-based insights.

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Filters

  • Date Range Selector: Allows the user to select a specific period for analysis (e.g., from 5/4/2024 to 10/9/2024).
  • Business Hours/Days Toggle: Indicates if the data represents open business hours/days.

Key Metrics

  • Total Interaction Count: Total number of chat interactions.
  • Handled Interaction: Total number of interactions handled successfully.
  • Unhandled Interaction: Number of interactions not handled.
  • Going Idle Interaction: Number of interactions where the customer or agent went idle.

Visualizations

Interaction per Queue

A pie chart showing the breakdown of interactions by queue.

Speed of Answer Rate

A pie chart categorizing interactions based on the response time:

  • Answer > 3 minutes
  • Answer < 60 seconds
  • Answer > 60 seconds

Daily Interaction Volume

A bar chart showing the total number of interactions handled daily.

Messages Count per Interaction

An indicator showing the average number of messages exchanged per interaction.

Average Conversation Time

A gauge showing the average time spent per conversation.

Average Waiting Time

A gauge displaying the average time a customer waited before receiving a response.

Interactions per Agent

A bar chart showing the number of interactions handled by each agent:

Choices

A stacked bar chart showing the total number of selected choice for each option.