Monitor chat, email trends and teams

Keep a track of the productivity of your entire support team using the Monitor section.

There are 3 tabs to monitor the progress:

  1. Chats
  2. Email trends
  3. Team

1. Chats#

Filter

  • Filter chat details for particular tags using the filter option. You can select a tag from the dropdown (tags are assigned in chat/while creating a ticket).

Channel

  • Filter chats for different channels. Select the required channel from the dropdown menu (active channels will be displayed here).

Matrix

  • Contains all the relevant matrices for the efficient functioning of the live chat workflow.

LabelDescription
Online visitorsCurrent users on the chat
Agents availabilityStatus of the currently logged agents
Average handling timeAverage handling time for last 7 days (excludes chats that took more than 24hr to close)
First response timeAverage first response time for last 7 days
Resolved ticketsTotal chats resolved in last 7 days
Active ticketsAll the chats that are currently assigned to you and your team and how many are in queue

Detailed analysis

  • Deep dive into the total number of chat tickets that are Assigned, Resolved, Missed, and Queued on different date ranges.
  • Understand the Average first response time, Average handling time for chat tickets, Average wait time a customer has to wait before the connection is made to the live agent, Average reply time an agent takes to reply back to the end users conversation.

This can be tracked for specified date ranges or custom date ranges.

Live chats

  • Visualization of all the active chat tickets in one table with the relevant metrics shown upfront. Example: For each of the Chat ticket numbers, you can see the Agent name for whom the ticket is assigned to with the Priority, Assigned time (at what time the chat was assigned), Duration (for how long the chat is going on), Reply count (how many replies have been sent to the user), etc.

  • If the admin spots any anomaly in the chat, they can take a look at the chat by clicking on the chat ticket number - this will be displayed on the same page (without any manual search).


2. Email trends#

Filter

  • Filter the analysis for specific tags, groups, agents, and priorities by selecting a value from the dropdown.

  • This tab is designed in a way to suit the asynchronous form of communication (Email tickets). These conversations could go on for days before a resolution is found.

Tickets

  • You will be able to view the quick count of all the tickets that are in Unassigned, Unresolved, Opened, Pending, On-Hold, In-Progress, and Unassigned.

Track the agent availability

  • View how many agents are available, busy, away at the moment (on that day).

Understand the performance

  • How many tickets were resolved /unresolved on that day and the matrix of first response time, the average reply time, and average handling time for the email chain (tickets).

Detailed analysis

  • Deep dive into the total number of email tickets that are Assigned, Resolved, Missed, and Queued on different date ranges.
  • Understand the Average first response time, Average handling time for chat tickets, Average wait time a customer has to wait before the connection is made to the live agent, Average reply time an agent takes to reply back to the end users.

This can be tracked for specified date ranges or custom date ranges.


3. Teams#

This tab gives you a consolidated view of agents and groups in one place. You can filter the agent results by status, group, name, or email.

Agents

  • you can see the entire list of all your agents, the groups that your agents belong to, the status that they are currently in, what is their concurrency (total number of chats they are handling at the moment), view the status, etc. It also gives you a sneak peek into the total time spent by the agent in different statuses that has been configured.

Groups

  • This section helps in understanding the total groups. How many agents belong to each of the groups, what is the active ticket count in the specified group, how many agents in each group are currently active, and if there are any active chats or not.
  • 1. Chats
  • 2. Email trends
  • 3. Teams