The Customer Care - Chat dashboard displays the analytics data of specific Key Performance Indicators (KPIs) of 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 create customized insights by using the charts.
Filtering Data
You can filter the data by using different parameters and view insights according to your selection.
To filter data:
- Go to the Analytics tab and click Customer Care - Chat.
Filter the data by 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 alert for KPIs:
- Go to the Analytics tab and click Customer Care - Chat.
View the following KPIs on the dashboard:
Field
Description
Total Chat Threads The number of total chat threads for the specified filter criteria. First Chat Response (Median Secs) The time taken by an agent to respond to the chat, after the first chat message is received.
First Chat Response SLA Rate The percentage of chat messages to which the agent has responded within 15 seconds.
You can update this SLA according to your requirement.
Average Chat Hold (Seconds)
The average time a customer waits before receiving a response. Average Chat Duration (Seconds)
Average chat duration in seconds. Agent Chat Message / Thread The number of chat messages per thread.
- If you want to set an alert for a KPI, click the bell icon
on the KPI. - Specify when do you want to receive the alert and then click Set Alert.
Viewing 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.
| Insight | Description |
|---|---|
| Chat Threads by Hour | Displays insights related to chat threads per hour. |
| Chat Threads Trend | Displays the total chat thread trend by date. |
| First Chat Response Time and SLA by Hour | Displays insights for first chat response time and SLA by hour. |
| Chat Response Time and SLA Trend | Displays insights for first chat response time and first chat response SLA trend by date. |
| Chat Messages and Duration Trend | Displays insights about average chat messages per thread by date and average chat duration in seconds. |
| Chat Duration by Outcome | Displays insights about chat duration in seconds and the chat resolution status. |
To view further details of the insights by using measures and attributes available in the insight:
- On the insight, click the ellipsis icon (
) and then click Explore from here. An untitled insight opens.