Customer Care - Chat Dashboard

The Customer Care–Chat dashboard displays analytics data about specific Key Performance Indicators (KPIs) related to chats. You can use the advanced search option to filter the data related to KPIs. The KPIs are also presented as charts and you can customize the charts according to your requirement.

Filtering Data

You can filter the data using different parameters and view insights according to your selection.

To filter the data:

1. Go to the Analytics tab and click Customer Care–Chat.

2. Filter the data using the following filters:

   Field	Description
   Date Range	Date range to filter KPIs.
   Call Center Name	Name of the call center to which the agent belongs.
   Service Name	Name of the service assigned to the agent.
   Agent Team Name	Name of the agent team.
   Agent Name	Name of the agent.

After you filter the data, the KPIs on the dashboard reflect the selected filter criteria.

Viewing KPIs

KPIs allow you to analyze chat messages. You can set alerts for KPIs so that an email is triggered when the KPI reaches the specified limit.

To view KPIs and set alerts for KPIs:

1. Go to the Analytics tab and click Customer Care–Chat.

2. View the following KPIs on the dashboard:

   Field	Description
   Total Chat Threads	Number of total chat threads for the specified filter criteria.
   First Chat Response (Median Secs)	Time taken by an agent to respond to the chat after the first chat message is received.
   First Chat Response SLA Rate	Percentage of chat messages to which the agent responded within 15 seconds. You can set the SLA as required.
   Average Chat Hold (Seconds)	Average time a customer waits before receiving a response.
   Average Chat Duration (Seconds)	Average chat duration in seconds.
   Agent Chat Message / Thread	Number of chat messages per thread.

3. To set an alert for a KPI, click the bell icon  on the KPI.
4. Specify when you want to receive the alert and then click Set Alert.

Exploring Insights

The dashboard displays chat thread volume insights, insights related to SLA, and insights related to the average number of messages per thread and duration.

To view additional information about the insights using the metrics and attributes that are available in the insight: 

1. On the insight, click the ellipsis icon  and then click Explore from here. The insight opens in a new window.

2. Customize the insight by dragging and dropping measures and attributes from the data zones.

Exporting the Dashboard to PDF

You can export the dashboard to PDF. To export:

1. Go to the Analytics tab and click Customer Care–Chat.
2. On the upper-right corner of the dashboard, click  and then click Export to PDF.

The dashboard is exported in PDF format.

Scheduling Emails

You can configure email delivery so that the dashboard is sent as an email attachment to the email ID you specify.

To schedule emails:

1. Go to the Analytics tab and click Customer Care–Chat.
2. On the upper-right corner of the dashboard, click  and then click Schedule emailing. The Schedule email delivery window appears.
   
   
   
3. In the To field, add the email ID of the recipient.
4. In the Subject field, to change the subject, edit the existing subject line.
5. In the Message field, to change the message, edit the existing message.
6. From the First occurrence calendar, select a date and time on which you want to receive the first email.
   Emails are sent based on your time zone. 
7. From the Repeats drop-down, select a frequency for the emails.
8. Click Schedule.