The Web Chat Dashboard provides a complete overview of customer chat activities and agent performance. It enables supervisors and administrators to monitor web chat operations, track conversation status, analyze user performance, and review customer interactions through a centralized dashboard.
The dashboard allows users to filter chat data by date range and users to view specific performance results and conversation activities.
Chat Summary
The Chat Summary section displays key web chat statistics, including:
- Total Chats: Displays the total number of customer chat conversations during the selected period.
- Active Chats: Shows the number of ongoing conversations currently being handled.
- Waiting Chats: Displays the number of customer chats waiting for an available agent.
- Offline Chats: Shows chats received when no agents were available.
Web Chat Messages
The Web Chat Messages section provides a visual overview of chat distribution between users, including active and offline chats. It helps supervisors monitor chat workload and understand agent conversation activity.
Top Performing Users
The Top Performing Users section highlights users based on their chat handling performance. It displays the number of resolved chats and resolution rate for each user.
Recent Chat Logs
The Recent Chat Logs section provides a record of recent customer chat conversations, including:
- Client: Displays customer information.
- Agent: Shows the assigned agent handling the conversation.
- Client Room: Displays the chat room identifier.
- Start Date/Time: Shows when the conversation started.
- End Date/Time: Displays when the conversation ended.