Chart Name |
Chart Description |
Chart Type |
Abandoned Over Time |
Number of abandoned chats over time |
Line Graph |
Abandoned per Agent |
Number of abandoned chats by agent |
Bar Graph |
Abandoned by Queue |
Number of abandoned chats by queue |
Bar Graph |
Abandoned by Queue Over Time |
Number of abandoned chats by queue over time |
Line Graph |
ASA by Agent |
Average Speed to Answer by agent |
Bar Graph |
ASA by Queue |
Average Speed to Answer by queue |
Bar Graph |
Available Agents Over Time |
Number of available agents over time |
Line Graph |
Available Agents over 24 Hours |
Number of agents available in a period of one day in specified queue |
Line Graph |
Average Chat Duration |
Average total time spent in all chats |
Bar Graph |
Average Chat Duration by Agent |
Average total time spent in each chat by an agent |
Bar Graph |
Average Chat Duration by Queue |
Average total time spent in all chats of a specific queue |
Bar Graph |
Average Seeker Rating by Agent |
Agents' average rating from seekers |
Bar Graph |
Average Seeker Rating over Time |
Average rating given to all agents over time |
Line Graph |
Basic Details |
Basic Details about the queue such as seeker name, question, wait time, agent name, etc. |
Table Chart |
Chat Statistics by Queue |
Shows information on chats in each queue such as answered, disconnected, acceptance rate, ect. |
Bar Graph |
Concurrent Chat Percentage by Agent |
Percentages of concurrent chats vs. single chats for each agent |
Bar Graph |
Concurrent Chat Percentage by Queue |
Percentages of concurrent chats vs. single chats of all agents for each queue |
Bar Graph |
Concurrent Chat Percentage over Time |
Percentages of concurrent chats vs. single chats of all agents for a queue over a period of one day |
Bar Graph |
Connected vs Unconnected |
Shows the total number of both connected and unconnected chats for all combined queues per day or month |
Line Graph |
Connected vs Unconnected by Queue |
Shows the total number of both connected and unconnected chats for each queue per day or month |
Bar Graph |
Conversations by Agent |
Total number of conversations for each agent |
Bar Graph |
Conversations by Seeker |
Total number of conversations for each seeker in specified queue |
Bar Graph |
Declined/Ignored by Queue |
Total number of ignored chats vs declined chats of all agents for each queue |
Bar Graph |
Declined/Ignored by Queue Over Time |
Total number of ignored chats vs declined chats of all agents for each queue over a period of one day |
Line Graph |
Declined/Ignored Over Time |
Declined/Ignored Over Time |
Line Graph |
Declined/Ignored per Agent |
Total number of ignored chats vs. declined chats for each agent |
Bar Graph |
Inbound Chats By Queue |
Total number of inbound chats for each queue |
Bar Graph |
Inbound vs Answered |
Total number of inbound chats vs. answered chats per day or month |
Line Graph |
Number of Connected Chats |
Total number of connected chats |
Line Graph |
Number of Inbound Chats |
Total number of inbound chats |
Line Graph |
Sessions by Problem Tag |
Shows a pie chart of all the relative problem tags from all the conversations |
Pie Chart |
Sessions by Session Tag |
Shows a pie chart of all the relative session tags from all the conversations |
Pie Chart |
Total Chat Duration by Agent |
Total time spent in chat per agent |
Bar Graph |
Total Chat Duration by Queue |
Total time spent in chat of all agents in each queue |
Bar Graph |