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 |
Chart Name | Chart Description | Chart Type |
---|---|---|
Base Statistics | ||
Abandoned Over Time | Number of abandoned chats over time in specified queue | Line Graph |
ASA Over Time | Average Speed to Answer for all agents in specified queue | Line Graph |
Average Chat Duration | Average chat duration for all agents in specified queue | Bar Graph |
Conversations by Seeker | Total number of conversations for each seeker in specified queue | Bar Graph |
Declined/Ignored Over Time | Declined/Ignored Over Time | Line Graph |
Inbound vs Answered | Total number of inbound vs. answered chats in specified queue | Line Graph |
Number of Connected Chats | Total number of connected chats in specified queue | Line Graph |
Number of Inbound Chats | Total number of inbound chats in specified queue | Line Graph |
Agent Efficiency and Load | ||
Abandoned per Agent | Number of abandoned chats per agent in specified queue | Bar Graph |
ASA by Agent | Average Speed to Answer for each agent in specified queue | Bar Graph |
Available Agents over 24 Hours | Number of agents available in a period of one day in specified queue | Line Graph |
Avg. Chat Duration by Agent | Average chat duration for each agent in specified queue | Bar Graph |
Conversations by Agent | Total number of conversations for each agent in specified queue | Bar Graph |
Declined/Ignored per Agent | Total number of ignored chats vs. declined chats for each agent | Bar Graph |
Total Chat Duration by Agent | Total chat duration for each agent in specified queue | Bar Graph |
Performance Metrics | ||
Average Seeker Rating by Agent | Agents' average rating from seekers in specified queue | Bar Graph |
Average Seeker Rating over Time | Average rating given to all agents over time in specified queue | Line Graph |
Concurrent Chat Percentage by Agent | Percentages of concurrent chats vs. single chats for each agent | 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 |
Text Analytics | ||
Basic Details | Basic Details about the queue such as seeker name, question, wait time, agent name, etc. | Table Chart |
Most Common Question Keywords | Displays the most common question keywords from all conversations | Pie Chart |
Seeker Ratings | Displays seeker ratings and comments from all conversations | Table Chart |
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 |
Unresolved Sessions | Displays all conversations that have been marked as "Unresolved" | Table Chart |