Overview of Agent Performance Chat Dashboard
Agent performance chat dashboard provides insights into agent and group performance by visualizing key metrics such as chat statistics, SLA compliance, and CSAT scores over a selected time period.
To access the Chat SLA dashboard:
- Go to Reports > Agent or Group Performance Dashboard.
- Click the Chat tab to view chat data.
Chat Statistic Widget
Chat widget provides the following metrics:
| Metrics | Description |
|---|---|
| Chats Created | Displays the number of conversations created by the selected agents or groups during the specified time period. |
| Chats Assigned | Displays the number of conversations assigned to the selected agent or group. |
| Chats Resolved | Displays the number of assigned conversations in the closed status category. |
| Chats Reassigned | Displays the number of conversations re-assigned by the selected agents, or by agents in the selected group, from one agent or group to another. |
SLA Widgets
These widgets display chat statistics for SLA applied conversations, SLA achieved, and SLA breached.
SLA Applied Conversations
This widget shows the number of conversations in which SLA has been applied.
SLA Breaches
This widget shows conversations in which SLA has been breached.
SLA Achieved
This widget shows how many conversations achieved SLA targets based on agent responses. It displays the percentages of first response achieved, next response achieved, resolution achieved and their average residual time (average remaining time after the SLA target has been met).
SLA Breached
This widget shows how many conversations breached SLA targets based on agent responses. It displays the percentages of first response violations, next response violations, resolution violations and their average violation time.
If your SLA policies are associated with Business hours, all these metrics will be determined according to the Business hour configuration. Please refer to this article for more information on how to set up business hours.
Customer Satisfaction Widget
This widget displays the CSAT (Customer Satisfaction) survey response such as the number of surveys sent, the number of surveys responded, and response rate. It also shows rating categories as positive, neutral, and negative given by customers.
First Contact Resolution (FCR) Widget
The First Contact Resolution (FCR) widget displays the percentage of chats resolved by an agent with only one reply during the selected time period.
Consolidated Agent Statistics Widget
This widget displays the statistics of individual agents or groups. The statistics are categorized as Conversations, SLA and Customer Satisfaction and are shown as tabs.
How to Filter Chat Statistics
Filter by Date Period
You can filter chat statistics within a selected time frame using either relative date options or by setting a custom date range to view only the relevant conversations.
Relative dates
The following are the predefined relative dates and custom date range.
- Today
- Yesterday
- This week
- Last week
- This month
- Last month
- Last 60 days
- Last 90 days
- This year
Custom Date Range
The flexible custom date range feature lets you filter agent and group performance chat data for any specific period within a maximum range of one year. This helps you focus on the exact timeframe needed to analyze performance and trends effectively.
Filter by Brand
Chat statistics can be filtered by brand. By default, your brand preferences are based on the profile settings.
3. Advanced Filters
The advanced filter option allows them to drill down data without any limitations on custom fields. Follow the steps below:
- Click the Funnel icon at the top-right corner to open a filter panel.
- Select the required fields in the condition section.
- Click the Apply button to view the data. You can also save the filters as views using the Save As option.
The relation between the selected fields will be considered as “AND” condition when multiple fields are selected.
