Analytics and Dashboards

“Dashboards“ section contains 4 tabs:

• 1. Live

• 2. Daily

• 3. Total

• Agents in chats

Live tab

Live tab contains 6 dashboards:

1. Live Chats vs. Chats Closed Today (Bar type). This dashboard displays the ratio of the current agent's chats, that were closed today and that are still open.

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

3. DND/Busy Agents (List). This dashboard displays a list of all human agents with Afk status = busy

4. DND/Rest Agents (Column type). This dashboard displays all human agents with Afk status = busy

5. 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.

6. Chats in Queue (Column type). This dashboard displays open chats in which no agent is assigned and the number of messages from the client is > 0.

Daily tab

Daily tab contains 7 dashboards:

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

2. Chats Past 7 Days. This dashboard shows the number of chats created during the previous 7 days.

3. Chats Yesterday. This dashboard shows the number of chats created yesterday.

4. Chats Today. This dashboard shows the number of chats created today.

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

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

7. Chats Past 30 Days (Area type). This dashboard shows the number of created chats sorted by day and month.

Total tab

Total tab contains 5 dashboards:

1. Total Chats.

2. Chats by Channel

3. Chats by Category

4. How the Chat Was Closed

5. Chats by Agent

Agents in chats tab

Agents in chats tab contains 4 dashboards:

1. Average number of human agents in a chat

2. Amount of chats

3. Number of chats with more than 1 agent

4. The way of agent's setting to chat