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An Overview of Support Traffic Chat Dashboard

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The Support Traffic Chat dashboard is used for tracking and analyzing the inflow of live chats over time. The dashboard visualizes data from new conversations and compares the conversations created to the time periods they were closed.

These metrics can also be obtained by grouping brand, category, status, status category, priority, source, country, and time (i.e., hour, date, month, and year).

It therefore provides a summarized view of the activities done on the chat conversations. This helps the support team to effectively concentrate on their tasks thereby enhancing customer satisfaction.

support_traffic_chat_dashboard.png

Selecting time period

You can check the inflow of live chat conversations based on the time period by choosing any of the following values. The data range is applicable globally for all widgets.

Relative dates

The following are the predefined relative date ranges:

  • Today
  • Yesterday
  • This week
  • Last week
  • This month
  • Last month
  • Last 60 days
  • Last 90 days
  • This year

select_time_period.png

Custom range

You can use the Custom Range option to set a preferred date range that is different from the predefined relative date range values. By default, the custom date range of 31 days (including the current date) will be selected.

custom_time_period.png

Applying filters

Filters are more useful to visualize data from all widgets when checking the inflow of created and closed chat conversations. For example, you can check the conversation inflow details of a particular category or brand for a specific time period.

Using brand filter

Use the All Brands dropdown list near the Date Range at the top-right corner to filter the result based on the selected brands. By default, the brand preference selected in the Personal Settings will be applied.

brand_filter.png

Using advanced filter

  1. Click the Filters icon at the top-right corner to open the Filter panel.
  2. Choose the required condition and click Apply.

advance_filter.png

Note: The relation between the selected fields will be considered as “And” when multiple fields are selected.

advance_filter_with_condition.png

Chat statistics widget

The chat conversations stats widget has the following metrics:

Metrics Description
New Conversations Displays the number of conversations created during a specific time period.
Unsolved Conversations Displays the number of conversations currently in the Pending and Snoozed status categories which are created over a specific time period.
Snoozed Conversations Displays the total number of conversations in the Snoozed status category which are created over a specific time period.
Resolved Conversations Displays the number of conversations in the Closed status category over a specific time period, regardless of conversation creation time.

chat_stats.png

New conversations widget

This widget displays the count of created conversations based on the selected group in the required chart type over a specific time period.

Supported Group by Fields: Status, Status Category, Priority, and Source

Supported Charts: Pie Chart, Doughnut Chart, Pyramid Chart, Funnel Chart, and Grid View

new_conversations_proportion_widget.png

New conversations comparison widget

This widget displays the count of created conversations as a comparison of each item in the selected chat group over a specific time period.

Supported Group by Fields: Brand, Category, Country

Supported Charts: Bar Chart, Column Chart, Line Chart, and Grid View

new_conversations_comparision_widget.png

Conversations created vs closed widget

This widget displays the comparison between the total number of conversations created to the total number of conversations closed for each item in the selected chat field over a specific time period.

Supported Group by Fields: Brand, Category, Priority, Status, Status Category, Source, and Country

Supported Charts: Bar Chart, Stacked Bar Chart, Column Chart, Stacked Column Chart, Line Chart, and Grid View

new_conversations_created_closed_comparision_widget.png

Conversations created vs closed widget (across time)

This widget displays the comparison between the total number of conversations created to the total number of conversations closed across time i.e., hour, date, month, and year.

Supported Charts: Bar Chart, Stacked Bar Chart, Column Chart, Stacked Column Chart, Line Chart, and Grid View

new_conversations_created_closed_in_time_widget.png

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