Monitor live chat activities (Chat trends)
The chat trends tab provides valuable insights into live chat activity and performance metrics, enabling admins/supervisors to monitor trends and optimize chat support operations effectively.
Use cases of metrics on chat trends:
| Use case | Description/Solution |
|---|---|
| Chat volume trends | Admins can track the overall chat volume trends over time. They can monitor the total number of chats assigned, resolved, missed, and queued. This data can be found in the graphs, which provides a deep dive into chat statistics based on different date ranges. |
| Response time trends | Monitoring response time trends helps assess the efficiency of agent interactions with customers. Admins can track the average first response time and average reply time to identify any patterns or changes over time. This data is available in First response time and Average reply time for the last seven days. |
| Agent performance | Admins can monitor the performance of individual agents by reviewing metrics such as average handling time and the number of resolved chats. On the widgets you can see average handling time for the last seven days and the total number of resolved tickets. |
| Customer wait time | Tracking the average wait time for customers before connecting with a live agent is crucial for optimizing the customer experience. Admins can monitor the average wait time to identify any trends or potential issues. This data can be found in the graph highlighting the average wait time for chats. |
| Tag based chat analysis | Admins can utilize the tag filtering option to analyze specific chat tags. By selecting a tag from the dropdown, they can filter chat details and review metrics related to specific topics or categories. This allows admins/supervisors to monitor chat trends and performance based on specific tags assigned during chat creation. |
Filter and organize chat data
Use the Filters option to efficiently sort and view chat data based on various parameters:
- Channel: Filter chats by selecting a specific channel from the dropdown menu. All active channels will be listed for selection.
- Tags: Sort chat data using assigned tags. Simply choose a tag from the dropdown menu to view relevant chats.
- Groups: View data related to specific groups. This includes all chats and agents associated with the selected group.
- Agents: Filter chat data by individual agents to monitor or review their interactions.
- Priority: Organize chat data based on priority levels such as Low, Medium, High, and Urgent.
Summarized chat insights with widgets
The top section contains widgets that display essential metrics for efficient live chat workflow management.
The widgets provide the following data:
| Label | Description |
|---|---|
| Conversations | |
| Active Chats | Number of chats currently assigned to you and your team. |
| Queued Chats | Number of chats waiting in the queue to be assigned. |
| Time Trend | |
| Resolved Chats | Total number of chats resolved within the last 7 days. |
| Avg. Handling Time | Average time taken to handle chats over the last 7 days. |
| First Response Time | Average time taken to provide the first response to chats over the last 7 days. |
| Team | Availability status of currently logged-in agents, including total online agents and their statuses (Available, Busy, Away). |
Indepth analysis of chat trends
The two graphs provided offer detailed analysis of chat trends, allowing tracking for specified or custom date ranges.
| Insights | Description |
|---|---|
| Total number of chats | The graphs depict the number of chats that are assigned, resolved, missed, and queued based on different date ranges. |
| Average first response time | This metric represents the average time it takes for the first response to be provided to chats during the specified date range. |
| Average handling time | The graph displays the average time taken to handle chats from start to resolution within the specified date range. |
| Average wait time | This metric indicates the average time a customer has to wait before being connected to a live agent during the specified date range. |
| Average reply time | The graph showcases the average time it takes for an agent to reply back to the end user's conversation during the specified date range. |
Dashboard to monitor live chats
A live monitor dashboard has been specifically developed for inbox admins and supervisors to oversee latest live chats.
- By selecting View live chat dashboard, a new page will open, presenting the 50 most recent chats. The chats in the table are arranged in descending order based on the latest received chat.
- The table includes the following information for each chat:
- ID: Unique identification for each chat.
- Customer name
- Agent assigned
- Group
- First response timer: Duration taken by the agent to respond to the initial message from the customer in the chat.
- Current response timer: Duration taken by the agent to respond to the customer's most recent message.
- Inactivity status
- Chat duration
The first and current response timers continue running (indicated in red) until the agent sends a response. Once the response is sent, the corresponding timestamp will be displayed in the respective row.
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When a new chat is assigned, a new row is appended to the table and marked with the
newtag for 5 seconds, allowing for easy identification.
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Upon resolution of a chat, the
chat resolvedtag is added next to the corresponding chat details.
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You can filter the data based on different channels or agent emails. Click Apply filters to apply and Clear filters to delete the applied filters.
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A table-level filter can be applied to monitor specific agents or group performance or inactivity status of the agent or the user. By using the filter next to the column name, you can closely observe the chats handled by a particular agent or assess a group's performance.
When filtered by agents, all tickets assigned to that agent will be visible.
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To read an ongoing chat (without the ability to respond), simply click on the chat ID. The chat will be displayed on the same screen, along with chat details, agent information, and chat history. You can close the chat or navigate to other chat screens.
The displayed chat data is not live. Click Refresh to fetch the latest messages.
Real time active of all chats
Real-time chat activity is displayed in a table within the Inbox. This table provides comprehensive details about all ongoing live chats. The table visualization presents all active chats in a consolidated view, displaying relevant metrics upfront.
- Each chat ticket number is accompanied by the assigned agent's name, priority level, assigned time, duration of the chat, reply count (number of replies sent to the user), and more.
- In case an anomaly is detected in a chat, admins/supervisors have the convenience of accessing the chat details directly by clicking on the chat number. This feature eliminates the need for manual search and opens the chat on the same page.
- By simply clicking on the chat number #, admins/supervisors can quickly investigate any issues or concerns identified in the chat, enabling efficient resolution and support.