How to access to Dashboards in real-time?
Here you will find out more about the real-time dossier available on the platform.
Estimated Reading Time: 03 minutes.
This report allows you to get a quick and easy overview of a specific day’s work schedule. Below you will see a screenshot of the initial report and a glossary of its information.
Screenshot Report – Real-Time Operators.
Glossary
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Connected users: number of users who have an active conversation, either through the WebChat, Facebook Messenger or the WhatsApp open chat.
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Users waiting: number of users with unread messages from any operator.
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Chats in the last hour: number of conversations in the last hour, compared to the same hour during the day before.
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Send|Rec during the last hour: the number of messages sent and received during the last hour compared to the same hour during the day before.
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Queue: queue name.
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Number of chats: the number of chats on the day.
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Chats answered today: the number of chats answered during the day.
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Chats not answered: the number of conversations where a user spoke, but no operator ever answered during the day.
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Average wait time: the average time users waited for an operator to respond during the day.
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Average session time: the average time user sessions lasted until they expired during the day.
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Queued users: users in line, waiting to be connected by an operator.
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Taken users: the number of conversations that are taken by operatros at the moment.
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Users waiting for the operator’s response: number of users waiting for an operator to respond at the moment.
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Chats transferred: number of chats that were referred to another operator during the day.