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- 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.
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- On the insight, click the ellipsis icon (
) and then click Explore from here. An untitled insight opens.
Tip icon false - For more information about creating and customizing insights, see Create insights.
- For more information about different types of insights, see Insight types.
Customize the insight by dragging and dropping measures and attributes from the data zones.