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Analytics and Dashboards

Analytics and Dashboards

Analytics of the “Beesender сhats” section contains 4 tabs:

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Live tab

The Live tab contains 8 dashboards:

  1. Live Chats / Chats closed today (Bar type). This dashboard displays the ratio of all agent chats, that were closed today and that are still open.

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  1. Chats in queue (Bar type). This dashboard displays a list of all open chats in which no operator has been assigned, and the number of messages from the client is > 0.

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  1. Chats by channel (Bar type). This dashboard displays the ratio of all chats by channels that were closed today and which are still open.

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  1. Online agents (List). This dashboard displays a list of all human agents with online status.

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  1. DND agents (List). This dashboard displays a list of all human agents with Afk status = filled.

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  1. Chats in queue (List). This dashboard displays a list of open chats in which no agent is assigned and the number of messages from the client is > 0.

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  1. Paused chats (List). This dashboard displays a list of pause chats.

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  1. Beesender Chats (List). This dashboard displays a list of all chats.

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Daily tab

The Daily tab contains 12 dashboards:

  1. Chats past 30 days. This dashboard shows the number of chats created during the previous 30 days.

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  1. Chats past 7 days. This dashboard shows the number of chats created during the previous 7 days.

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  1. Chats yesterday. This dashboard shows the number of chats created yesterday.

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  1. Chats today. This dashboard shows the number of chats created today.

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  1. Chats by channel past 30 days (Bar type). This dashboard displays the ratio of all chats by channels that were created during the previous 30 days.

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  1. Chats by channel past 7 days (Bar type). This dashboard displays the ratio of all chats by channels that were created during the previous 7 days.

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  1. Chats by channel yesterday (Bar type). This dashboard displays the ratio of all chats by channels that were created yesterday.

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  1. Chats by channel today (Bar type). This dashboard displays the ratio of all chats by channels that were created today.

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  1. Chats yesterday (Area type). This dashboard shows the number of chats created yesterday sorted by hour.

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  1. Chats today (Area type). This dashboard shows the number of chats created today sorted by hour.

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  1. Chats past 30 days (Area type). This dashboard shows the number of created chats during the previous 30 days sorted by day and month.

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  1. Beesender Chats (List). This dashboard displays a list of all chats.

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Total tab

The Total tab contains 6 dashboards:

  1. Total chats. This dashboard displays the total number of chats created in the system.

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  1. Chats by channel (Bar type). This dashboard displays the number of created chats sorted by channels.

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  1. How the chat was closed (Doughnut). This dashboard displays the number of created chats sorted by the way how chat was closed.

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  1. Chats by category (Doughnut). This dashboard displays the number of created chats sorted by chat category.

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  1. Chats by agent (Bar type). This dashboard displays the number of created chats sorted by the agents.

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  1. Beesender Chats (List). This dashboard displays a list of all chats.

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Agents in chats tab

The Agents in chats tab contains 6 dashboards:

  1. Average number of human agents in a chat. This dashboard displays the average number of human agents in a chat.

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  1. Amount of chats. This dashboard displays the total number of chats created in the system.

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  1. Number of chats with more than 1 agent. This dashboard displays the number of chats with more than 1 agent in a chat.

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  1. Distribution of agent pauses (Doughnut). This dashboard shows the reason why the agent is in “Do not disturb” status.

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  1. The way of agent's setting to chat (Bar type). This dashboard displays the number of created chats sorted by the way of agent's setting to chat

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  1. Beesender Chats (List). This dashboard displays a list of all chats.

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